Veterinary Receptionist

About the Role

You'll be the welcoming face of Harris Hill & Gibbons Veterinary Group's Trowbridge practice, working full-time on a Monday-Friday schedule with a share of Saturday duties. This is a permanent role based at 6 Paxcroft Way, though you may occasionally support other sites within the group when needed. Your days will blend front-desk professionalism with genuine emotional intelligence—greeting anxious pet owners, managing their concerns with empathy, and ensuring every client feels valued from the moment they walk through the door. You'll be the communications hub connecting clients, vets, and the wider practice team.

Key Responsibilities

• Answer incoming calls and book appointments efficiently, keeping the diary flowing smoothly
• Welcome new and returning clients with warmth, completing registration and client care processes
• Handle client inquiries via phone, email, and face-to-face with professionalism and care
• Process insurance forms accurately and manage veterinary insurance administration
• Dispense medications as directed and process financial transactions securely
• Maintain patient records using the practice's management system
• Provide compassionate support to clients during emotionally difficult moments—from diagnosis conversations to end-of-life care
• Liaise between practice sites to address patient needs and clinical queries
• Manage outstanding payments, refunds, and client belongings with tact and efficiency

Requirements

• Proven reception experience (veterinary background is a bonus, but not essential)
• Strong communication skills with genuine empathy and emotional resilience
• Excellent customer service experience and ability to handle difficult situations gracefully
• Proficiency with Microsoft Office and database/practice management systems
• Positive, collaborative attitude and strong teamwork mindset
• UK driving licence (preferred)
• Right to Work in the UK (visa sponsorship is not available for this role)

Benefits

• Salary aligned with National Minimum Wage (effective 1 April 2025)
• Generous 5 weeks annual leave plus Bank Holidays (pro rata)
• Staff discounts on veterinary services and products
• Access to Employee Assistance Programme with over 400 Mental Health First-Aiders
• Structured Receptionist Careers Pathway with professional development courses and clear progression routes
• Collaborative, supportive team environment with inclusive workplace culture

About the Practice

Harris Hill & Gibbons Veterinary Group is part of CVS Vets, one of the UK's leading veterinary groups. With a network of over 500 practices and more than 8,000 professionals, CVS is built on a simple mission: putting pets first in everything they do. The Trowbridge practice is committed to providing excellent small animal care within a supportive, diverse team environment. CVS actively celebrates diversity and empowers every team member to perform at their best, creating a workplace where you can be your authentic self whilst delivering outstanding client service.