Practice Host - Muswell Hill

Creature Comforts; Greater London; On-site; GBP 23,000 - 33,000; Full time

Benefits offered by this job

Annual leave 200 hours + bank holidays

Pension scheme

Healthcare incentive

Career progression

Inclusive culture

Regular team events

Employee Assistance Programme

Snacks & lunch in clinic

Peer recognition

Clinic milestones

Job summary

Creature Comforts is seeking a proactive Practice Host to be the face of our London clinics and ensure a seamless, compassionate client experience for pets and their owners. You will manage front-of-house operations, coordinate appointments, and support the clinical team in emergencies with a calm, professional approach.

You should bring excellent communication skills, customer-service experience, and comfort with IT systems.

Qualifications

• GCSE Maths and English at grade 4/C or above or equivalent experience
• Experience in a customer-facing role handling sensitive situations
• Desirable: experience in a veterinary practice
• Desirable: qualification in customer service or business administration

Responsibilities

• Be the welcoming first point of contact for every member and their pet, delivering a consistently outstanding experience
• Manage client check-ins, bookings, payments, and general enquiries in person, by phone, and via digital systems
• Build genuine relationships with members and their pets through excellent communication and client care
• Use the practice management system and members app to ensure smooth, efficient patient flow
• Triaging and supporting patient emergencies with the clinical team
• Manage the bereavement process sensitively, arranging sympathy cards and managing the return of ashes
• Maintain communal spaces to high cleanliness and presentation standards
• Manage stock in the dwell and waiting spaces (food, treats, merchandise, refreshments)
• Coordinate member traffic and direct to app/chat to prevent congestion
• Submit and track insurance claims accurately and promptly
• Monitor the diary and update bookings as required
• Follow up on consults and outpatient appointments using the appointment tracker
• Communicate clearly with members throughout their care journey
• Support clinic growth by discussing Google reviews, referrals, and membership offers
• Step into Virtual Care Team shifts as required, supporting members remotely via chat, email and phone

Skills

Verbal and written communication

Time management

Organisation

Empathy and client care

IT & digital systems

Handling sensitive situations

Team player

Education

GCSE Maths & English

Customer service / admin qualification

Tools

Practice management system

Payments processing tools

Job description

We are rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner.

With beautifully designed clinics and purpose‑built technology, we are transforming how veterinary care is accessed and delivered. Our clinics combine modern design with first‑class clinical care, creating spaces that vet teams, clients, and pets genuinely want to be in.

Our purpose is simple: healthier, happier pets and vets. We believe in a model that benefits everyone: our clinical teams, our members, our local communities, and our investors. That means competitive compensation, sensible caseloads, genuine career development, and a culture where people feel supported to do their best work.

We are building the vet group of the future. If you share our passion for doing things differently, we would love to hear from you.

Role Overview

The Practice Host is the face of Creature Comforts. This is a critical front‑of‑house and operational role, combining exceptional client care with the behind‑the‑scenes administrative work that keeps the practice running smoothly. You will build genuine relationships with our members and their pets, manage the flow of the clinic, and ensure every visit reflects the Creature Comforts experience at its best. You will also be comfortable handling sensitive situations, from patient emergencies to bereavements, with professionalism and calm.

Key Responsibilities

Front of House

• Be the welcoming first point of contact for every member and their pet, delivering a consistently outstanding experience
• Manage client check‑ins, bookings, payments, and general enquiries in person, by phone, and via digital systems
• Build genuine relationships with members and their pets through excellent communication and client care
• Use the practice management system and members app to ensure smooth, efficient patient flow
• Work with the clinical team to triage and support patient emergencies as they arise
• Manage the pet bereavement process sensitively, supporting members before and after difficult appointments, arranging sympathy cards, and managing the return of ashes
• Maintain all communal spaces, including member area toilets, consult rooms, and other shared spaces, to the highest standards of cleanliness and presentation at all times, mopped and hoovered at the end of every day and throughout the day when required
• Manage stock in the dwell and waiting spaces, including food, treats, merchandise, and refreshments
• Coordinate member traffic, directing clients to the app or chat function to prevent congestion

Business Performance

• Promote membership and support client acquisition and retention
• Where indicated, support the transition of PAYG to AA membership
• Engage with local community activities to enhance the clinic's reputation and drive membership
• Ensure payments are completed before and after each visit and manage end‑of‑day cash‑up
• Support the Practice Manager with debt management and overdue accounts

Administrative Responsibilities

• Manage chat functions, emails, and phone lines when not with clients at the front desk
• Submit and track insurance claims accurately and promptly
• Monitor the diary and update bookings as required
• Follow up on consults, procedures, and outpatient appointments using the appointment tracker
• Communicate clearly with members throughout their care journey, in writing and verbally, since strong communication is central to the Practice Host role
• Support clinic growth by talking to members about Google reviews, referrals, and relevant membership offers
• Step into Virtual Care Team (VCA) shifts as required, supporting members remotely across chat, email, and phone

Candidate Requirements

Experience

Essential

• Substantial experience in a demanding, customer‑facing role where you handled difficult or sensitive situations on your own, for example in healthcare, hospitality or a similar setting

Desirable

• Previous experience in a veterinary practice

Qualifications

Essential

• GCSE grade 4 (C) or above in Maths and English, or equivalent professional experience

Desirable

• A further qualification in customer service, business administration or similar

Knowledge

Essential

• Strong client care skills
• A real interest in animal welfare
• Confident with IT and digital systems, and quick to learn new ones
• Comfortable taking payments and doing the end‑of‑day reconciliation

Desirable

• Understanding of how a veterinary practice runs
• Knowledge of practice management systems

Skills and abilities

Essential

• Excellent verbal and written communication
• Strong time management and organisation
• Able to handle several priorities at once
• An excellent team player
• Capable under pressure

Desirable

• Experience with social media or content creation
• Experience handling complaints

Personal qualities

• A real affinity for people and animals
• Trustworthy, diligent and professional
• Emotionally resilient and calm in sensitive situations
• High standards, including keeping the practice clean, with an all‑hands‑on‑deck approach
• Entrepreneurial and proactive

What We Offer

• 200 hours' annual leave plus bank holidays, and your birthday off after one year's service
• Salary sacrifice pension scheme (5% employee, 3% employer contribution)
• Access to our healthcare incentive after one year of employment
• Genuine career progression as we grow across London and beyond
• A supportive, inclusive culture where your development is taken seriously
• Regular team and company social events
• The opportunity to be part of something genuinely different in veterinary care
• Employee Assistance Programme and Mental Health First Aiders
• Free snacks and lunch in clinic
• Monthly peer recognition schemes
• Celebrating clinic milestones

Equal Opportunities

At Creature Comforts, we believe the best teams are built from diverse perspectives, backgrounds, and experiences. We are committed to creating an environment where everyone feels genuinely welcome, respected, and able to do their best work, and we actively encourage applications from candidates of all backgrounds. We do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.