Lead Veterinary Receptionist

Cinque Ports Vets; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Client Care Team Lead to enhance their veterinary practice. This role is perfect for someone passionate about client care and team leadership, providing a fantastic opportunity to work in a dynamic environment. You will lead a team, ensuring exceptional service to clients and their pets while managing administrative tasks efficiently. With a focus on professional development and a supportive work culture, this position offers a chance to make a real impact in the veterinary field. If you thrive in a busy, rewarding setting and enjoy helping others, this is the role for you.

Benefits

25 days annual leave plus Birthday Day

Life assurance 4 x salary

Pension Scheme

Enhanced Sick Pay

Discount Platform – Benefits Hub

Reduced Gym Membership

Employee Assistance Programme

Eye Care Scheme

Annual Flu Voucher

Qualifications

• Experience in the veterinary industry or similar is desirable.
• Confident with IT and good record-keeping skills.

Responsibilities

• Lead and empower the reception team to deliver excellent client service.
• Manage client accounts and ensure smooth operations at the practice.

Skills

Client Care

Team Leadership

Administrative Support

Record Keeping

Empathy

IT Proficiency

Education

Experience in Veterinary Industry

Experience in Client Care Environment

Tools

Practice Management Software

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Village Vet Milton are seeking an experienced veterinary receptionist to join their team as a Client Care Team Lead. This is a perfect opportunity for a Client Care Lead associate to enhance their skills whilst working in a friendly team.

The Client Care Team Leader is a key role in leading and empowering our front of house team to deliver an outstanding client experience to our clients, pets and visitors to the practice.

Village Vet Milton is a busy 24/7 Veterinary Hospital servicing not just Village Vet Cambridge but also covering out of hours for other local veterinary practices. This is a permanent full-time position working 42h per week. This role does include weekends.

Main Purpose & Goals

• To promote a professional image of our practice by providing an excellent client and associate experience.
• To provide administrative support to the wider clinical team, working together to ensure the smooth running of the practice.
• Continually monitor and respond to client feedback, and implement suggestions to improve our service.
• Develop, implement, and communicate our Client Care values to ensure an optimum service is provided. We strive to listen and act with integrity and empathy, whilst being the very best we can for every patient, every client, every time.
• Line manage the other members of the reception team and support their professional development.

Key Responsibilities

• Build relationships with clients, demonstrate empathy, and facilitate the delivery of excellent service.
• Execute good telephone techniques, keep accurate records of discussions and correspondence.
• Become familiar with our practice management software and the day-to-day tasks on reception, leading by example.
• Participate actively in the Client Care team rota.
• Ensure all customer enquiries and complaints are dealt with swiftly, efficiently, and by the appropriate person.
• Line manage the client care team at Milton, motivating and empowering colleagues.
• Perform daily reconciliation of client accounts and payments.
• Manage debt collection procedures to minimize practice debt.
• Engage in practice initiatives, including pet health for life club and promoting our client app.
• Ensure new reception team members receive proper inductions and training.
• Oversee insurance claims and liaise with insurance companies regarding direct claims.

The person most suitable for this role will :

• Have previous experience in the veterinary industry or similar (desirable).
• Be confident with IT, including Word, Excel, and Outlook.
• Be organized, efficient, and possess good record-keeping skills.
• Experience in leading and motivating a team in a reception/client care environment is preferred.
• Be cheerful, personable, and enjoy working within a dynamic, forward-thinking, and quality-driven team.
• Be flexible and helpful.
• Work well under pressure, with the ability to delegate and organize workload.
• Enjoy providing client care and helping clients receive the best experience.
• This role could be a great opportunity for an RVN seeking a new role.

Benefits

• 25 days annual leave plus Birthday Day (non-contractual).
• Life assurance 4 x salary.
• Pension Scheme 3% employer, 5% employee contributions, Salary Sacrifice.
• Enhanced Sick Pay.
• Enhanced Family Leave.
• E-cars Salary Sacrifice (permanent roles only).
• Cycle to Work Scheme Salary Sacrifice (permanent roles only).
• Discount Platform – Benefits Hub.
• Reduced Gym Membership (Pure Gym).
• Associate Assistance Programme.
• Eye Care Scheme.
• Headspace.
• Annual Flu Voucher.

Wellness program including:

• Employee assistance program.
• Eyecare voucher scheme.
• Free annual Flu jab.
• Cycle to work scheme.

If you would like to apply for this role, please click ‘Apply’ at the top of the page. Upload a cover letter detailing your suitability and interest alongside your CV.

For any questions, please contact [e-mail].

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