About the Role
This is a full-time permanent position based at Syke Farm Clinic in Symington, with flexibility to travel regularly across three equine veterinary sites in the West of Scotland: Inchinnan (near Glasgow Airport), Symington (Ayrshire), and Strathaven. You'll take on a day-to-day leadership role within the reception department, managing the team while remaining hands-on and contributing to front-of-house operations.
You'll work Monday to Friday, 8.30am to 5.30pm with no weekend commitments. This is your chance to shape how clients experience a busy equine practice from the moment they arrive, working closely with the management team to ensure seamless operations and exceptional customer care.
Key Responsibilities
- Provide day-to-day support and leadership to the reception team across all three sites
- Lead by example, promoting high standards of professionalism and client care
- Deliver outstanding customer service and act as a positive role model
- Build strong relationships with clients and support them through both routine and emotional visits
- Support the training and development of reception colleagues
- Monitor workflows and ensure tasks are completed accurately and efficiently
- Oversee reception emails and manage client communications
- Facilitate effective communication between reception and clinical team
- Resolve client concerns professionally and compassionately
- Ensure reception procedures and protocols are followed consistently
- Identify areas for improvement and support continuous development within the department
- Undertake routine receptionist duties including answering calls, managing appointments, processing payments and supporting clients throughout their visit
Requirements
- Previous experience in a Senior Receptionist, Lead Receptionist, Reception Supervisor or Team Leader role
- Demonstrable experience supporting, coaching or supervising a team
- Exceptional attention to detail
- Excellent written and verbal communication skills
- Ability to take ownership of tasks and see them through to completion
- Strong organisational skills
- Ability to maintain standards and support accountability within a team
- Proactive approach to problem solving
- Excellent customer service skills
- Confidence using computer systems, booking systems and administrative software
- Proficiency in Microsoft Word
- Desirable: Previous experience within a veterinary practice, knowledge of or keen interest in the equestrian world, experience in healthcare or professional service environments, experience handling complaints and challenging situations, knowledge of veterinary insurance processes, familiarity with veterinary practice management software
Benefits
- 6.6 weeks' annual leave plus your birthday off
- Increasing holiday allowance based on length of service
- Enhanced family-friendly policies including maternity, paternity, adoption, shared parental and surrogacy pay
- Healthcare Cash Plan
- Cycle to Work scheme
- Learning and development opportunities via the inspiring vet care Academy
- Pension scheme
- Discounted veterinary care
- Voluntary benefits including Green Cars salary sacrifice scheme and access to discounts and cashback with hundreds of participating retailers
- Clear career pathways with progression opportunities within client care and practice leadership roles
- Supportive and collaborative practice team environment
About the Practice
Thistle Equine is part of inspiring vet care (IVC Evidensia), the UK's number one vet care provider, trusted with the care of over 2 million animals. The practice operates three equine veterinary clinics across the West of Scotland, offering comprehensive equine care to a broad client base.
As part of inspiring vet care, Thistle Equine is underpinned by a values-led culture focused on care, community and continuous improvement. The team is committed to supporting staff development and wellbeing from the start of their career, with access to world-class learning resources and clear progression pathways.
