Receptionist

About the Role

This is a fixed-term receptionist position across two busy locations in Norfolk, combining front-of-house excellence with essential admin support in a small animal emergency setting. You'll work 24 hours per week across Monday–Sunday shifts between 8:00–19:00, rotating across Gorleston and Lowestoft. The role puts you at the heart of client care, managing the flow of calls, appointments, and walk-ins whilst handling the financial and administrative backbone that keeps an emergency service running smoothly. You'll be part of CVS Vets' nationwide network of over 500 practices and 8,000 professionals, but with the close-knit focus of a dedicated emergency team. This is an ideal opportunity to develop reception skills in a high-energy environment where empathy and efficiency are equally valued.

Key Responsibilities

• Answer incoming calls and manage appointment scheduling efficiently, with a focus on emergency triage
• Register new clients and greet all patients with a warm, professional welcome
• Process payments accurately and handle insurance claims and documentation
• Dispense medications as directed by clinical staff
• Manage the practice management system to ensure accurate patient records and scheduling
• Liaise between Gorleston and Lowestoft locations and with other veterinary practices regarding patient care
• Handle sensitive conversations with clients, providing empathy during distressing situations whilst maintaining professionalism
• Respond to enquiries via phone, email and face-to-face with clarity and care
• Manage administrative tasks including debt follow-up, refunds and client property returns
• Ensure every client feels valued and supported from first contact through discharge

Requirements

• Previous reception experience is essential; veterinary reception experience is highly desirable
• Strong communication skills with genuine empathy for anxious pet owners
• Resilience and composure when handling emotionally charged situations
• Excellent customer service mindset and proven experience working with the public
• Proficiency in Microsoft Office and database systems (on-the-job training provided)
• Positive attitude and genuine teamwork ability
• Right to Work in the UK (visa sponsorship is not available for this role)

Benefits

• Salary: National Minimum Wage
• Annual leave: Five weeks (pro rata) plus bank holidays
• Long Service Award: One additional day of annual leave for each year of service (up to 5 extra days)
• Staff discount on all veterinary bills and pet care
• Discount on Animed Direct online dispensary for pet medicines, products and food
• Employee Assistance Programme offering confidential wellbeing support
• Structured Receptionist Careers Pathway with CPD courses to develop your skills and advance your career with CVS
• Inclusive workplace culture celebrating diversity and supporting your best performance

About the Practice

Exonia Veterinary Emergency Service is part of CVS Vets, one of the UK's leading veterinary groups. With a mission to provide the best possible care for animals, the practice combines emergency expertise with a supportive team environment. Operating across Gorleston and Lowestoft in Norfolk, the service is equipped to handle the full spectrum of small animal emergency and critical care cases. As part of CVS Vets' wider network, you'll benefit from continuous professional development opportunities, a robust career pathway, and the backing of an organisation genuinely committed to putting pets first. The practice fosters an inclusive workplace where every team member is valued and empowered to perform at their best.