Job Description

Your focus is to provide an exceptional service to our clients and the best care possible to their pets - providing a link between clients and the clinical team. Managing non-clinical staff members, including recruitment, training, and development, ensuring Practice Standards are maintained, marketing and promotions. Your ability to build strong relationships with our clients, their pets and the practice team will be critical to your success.
Your great client service during a client’s visit will make sure that their absolute satisfaction is given, and that the client leaves knowing they have received exceptional service and look forward to their next visit.
You will greet each client and offer support, guidance, and expertise, managing payments and future bookings confidently. Coordinating the smooth running of the day-to-day routines of the practice.
This is a full-time role working 40 hours per week including 1 in 3 weekend shifts.

• Provide support and guidance to other members of the reception team.
• Complete reception Rota planning to ensure the right number of employees are present to meet the daily demands of the practice.
• Manage, report and monitor team attendance and performance to include robust holiday planning and sickness cover.
• Up skill the reception team with any process changes to ensure they remain knowledgeable, professional, and consistent in client and patient service
• To perform till reconciliation where necessary.
• To manage and report on Debtors/creditors
• Respond to client queries and/or assist with client grievances.
• Additional admin duties as required.
• Respond positively to change, ensuring understanding of the reasons behind such decisions and ensuring to play an active role in implanting such changes.
• Hold regular reception team meetings and performance management meetings.

Required Knowledge, Skills, and Abilities

• You are the friendly and welcoming face for the client and their pets when they arrive at the practice.
• You will demonstrate strong leadership, manage, and develop our Reception Team
• You are expert in all aspects of the Reception role
• You can maintain a fair and consistent approach when dealing with reception team issues
• You can deal with everything that is thrown at you, from comforting a client who has had some bad news about their pet or sharing in the joy of a new puppy’s first visit to the vet.
• Your personality is infectious and along with your fellow colleagues, you create a welcoming and friendly atmosphere in the practice
• You can provide guidance by keeping yourself fully up-to-speed with the practice services and any additional services available.
• You are calm, attentive, and always focus on the clients’ needs and the needs the reception team.
• You will bring enthusiasm and drive to your role.
• Your passion for service is matched with your love of pets.