Veterinary Receptionist

About the Role

This is a fixed-term receptionist position based at Highcroft Veterinary Centre in Keynsham, Bristol. You’ll work 32 hours per week across a predictable Monday–Friday schedule with a 1:4 Saturday rota shared between the Keynsham and Brislington sites. Your typical week runs Monday and Thursday (08:30–18:30), Tuesday (08:30–14:30), and Friday (08:30–13:30), with Wednesday and Sunday off. Saturday shifts (when on rota) are 08:30–17:00.

You’ll be the first point of contact for pet owners, handling incoming calls, scheduling appointments, welcoming new clients, and managing the day-to-day administrative heartbeat of a busy first-opinion practice. The role combines client-facing warmth with behind-the-scenes efficiency—processing insurance forms, managing payments, dispensing medications, and liaising between practices to support patient care.

This is a role that values emotional intelligence as much as organisation. You’ll support clients during stressful moments—whether they’re worried about their pet’s health or handling difficult conversations—while maintaining professionalism and keeping the practice running like clockwork.

Key Responsibilities

• Answer and manage incoming calls, schedule appointments, and maintain an organised patient booking system
• Welcome and register new clients, creating a warm first impression
• Process insurance claims and manage veterinary insurance forms accurately
• Handle financial transactions, including payments and refunds
• Dispense medications as instructed and manage stock organisation
• Provide empathetic support to clients during emotional or distressing situations
• Respond to client enquiries via phone, email, and in-person with professionalism
• Manage debt-related communications and handle queries about lost belongings
• Liaise with other CVS practices to address patient and client needs
• Use the in-house patient management system efficiently to keep records up to date

Requirements

• Previous reception experience is essential; veterinary reception experience is a strong advantage
• Excellent communication skills with genuine empathy for clients and their concerns
• Resilience and the ability to handle emotionally charged situations with composure
• Outstanding customer service experience and comfort working with the public
• Proficiency with Microsoft Office and database systems
• A positive attitude and demonstrated ability to work collaboratively as part of a team
• Right to work in the UK (visa sponsorship is not available for this role)

Benefits

• Salary at the National Minimum Wage
• Generous 5 weeks’ annual leave plus bank holidays (pro rata for fixed-term contract)
• Staff discounts on veterinary services and products
• Access to an Employee Assistance Programme and over 400 Mental Health First-Aiders across CVS
• Receptionist Careers Pathway with structured training courses to develop your skills and advance your career
• Collaborative, supportive team environment

About the Practice

Highcroft Veterinary Centre 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. The practice is a first-opinion clinic based in Keynsham, providing general veterinary care for small animals and serving the local community.

CVS is committed to fostering an inclusive workplace where every team member can be their authentic self. The group prioritises staff wellbeing, professional development, and a culture where putting pets first guides everything they do. Whether you’re new to veterinary reception or looking to develop your career further, CVS offers clear pathways for growth and a supportive community to help you succeed.