Head Veterinary Receptionist

About the Role

You’ll be stepping into a leadership position at Highcroft Veterinary Hospital in Whitchurch, Bristol, managing the front-of-house team and setting the tone for excellent client care. This is a 9-month fixed-term contract (with potential to extend) based on a 33.5-hour week, Tuesday to Friday, with a 1:4 share of weekend duties. The role blends hands-on reception work with genuine team leadership—you’ll be training, supporting, and developing your colleagues while maintaining the warm, welcoming experience that matters so much to pet owners arriving at the practice.

As part of CVS Vets—one of the UK’s largest veterinary groups with over 500 practices—you’ll have access to extensive support, clear career pathways, and a community of 8,000+ professionals committed to putting pets first. This is a chance to grow your leadership credentials while staying grounded in client-facing work.

Key Responsibilities

• Lead and manage the reception team with line management responsibilities, including 1-2-1 check-ins and performance support
• Create and manage the team rota to ensure smooth daily operations
• Handle complaints and escalations as the point of contact for difficult situations
• Support recruitment activities and liaise with CVS’s internal recruitment team
• Answer phones and book appointments for the practice
• Register new clients and respond to queries via phone, email, and in person
• Complete insurance forms and manage payments
• Dispensing medications
• Provide the warm, empathetic greeting that sets the tone for each client visit

Requirements

• Previous veterinary reception experience is essential
• Leadership or supervisory experience is highly desirable
• Strong communication skills with genuine empathy for clients in emotional situations
• Proven customer service excellence and ability to manage challenging interactions
• Resilience and composure when dealing with distressed or upset clients
• Proficiency in Microsoft Office and database/practice management systems
• Positive attitude and strong teamwork mentality
• Right to Work in the UK (visa sponsorship cannot be offered for this role)

Benefits

• Salary dependent on experience and skills
• Five weeks’ annual leave (pro rata) plus bank holidays
• Staff discount on veterinary bills and care
• Staff discount via Animed Direct, CVS’s online dispensary, for pet medicines and products
• Employee Assistance Programme offering confidential wellbeing support
• Receptionist Careers Pathway—structured courses and development to build skills and advance your career within CVS
• Inclusive, supportive workplace culture celebrating diversity

About the Practice

Highcroft Veterinary Hospital is part of CVS Vets, the UK’s leading veterinary group. With over 500 practices and more than 8,000 dedicated professionals, CVS is committed to providing the best possible care for animals. The Whitchurch practice serves the local community from a modern facility on Wells Road, bringing together a supportive team focused on high-quality small animal care.

CVS values its people as much as it values the animals in its care. The workplace culture emphasises inclusion, professional development, and recognising the important work each team member does. Whether you’re looking to build your reception career or step into leadership, CVS offers the infrastructure, training, and community to help you succeed.