Reception Manager

Vets for Pets; Swansea; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

20% staff discount

Pension

Holiday allowance

In-house career development

Job summary

Vets for Pets Swansea is seeking a proactive Reception Manager to lead the front-of-house team and ensure outstanding client and pet care.

You will oversee daily admin, bookings and payments, while building strong relationships with clients and the clinical team.

Join a thriving practice committed to exceptional service and continuous improvement.

Qualifications

• Experience in front-of-house coordination in a veterinary practice or similar setting.
• Strong customer service and communication skills.
• Ability to manage administrative tasks and bookings.

Responsibilities

• Oversee the reception team and daily admin tasks.
• Act as the main link between clients and clinical team.
• Greet clients and manage payments and bookings confidently.
• Train colleagues to deliver gold-standard customer service.
• Manage rota planning and diary management.
• Support with hospital inspections and maintaining client care standards.
• Handle client account queries and debt management.

Skills

Open, friendly and organised

Problem solving

Team leadership

Job description

Reception Manager

Do you love Pets? Are you open, friendly and organised? Do you enjoy problem solving and proving a good service and working as a team? If this is you, we have a great opportunity for you at our Swansea Vets for Pets Practice. We are a thriving practice with an excellent reputation in the community and are looking for an individual to join us as a Reception Manager. We encourage all our staff to deliver outstanding care to both the client and their pets and perform their job to the fullest.

What your typical day will look like

• You will oversee the reception team, ensuring daily tasks are completed in a timely manner, whilst managing your own admin duties and making sure that a great level of customer service is maintained and delivered to all clients.
• 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. 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 that 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.

Duties to include:

• Working closely with our Practice Owners implementing management decisions.
• Ensuring the front of house is fully manned and working efficiently and effectively.
• Training colleagues with emphasis on providing a professional, gold standard level of customer service.
• Completing Staff Management procedures to include appraisals, reviews and disciplinary protocols.
• Challenging in the right way when something is not right.
• Providing feedback to colleagues and management to help manage and improve our service and communication.
• Support with rota planning and diary management.
• Completing Insurance forms and debt management.
• Act as the primary point of contact for all client account queries. Be able to handle sensitive billing or payment issues.
• Working with the team to ensure the reception area is kept to a high standard of cleanliness and is presentable at all times.
• Proactively looking for ways to improve the client/patient journey, from first point of contact to last point of contact. Using the practices feedback forums to help. IE: Reputations, Google reviews, Social Media.
• Support the Practice Owners with preparing for hospital inspections and attaining outstanding awards in client care.
• Complaint handling, via telephone, in person and in writing.
• Continually improve and maintain product knowledge.
• Adhere to and be able to locate all company policies and procedures
• Bereavement handling - offer physical and emotional assistance to clients in sensitive situations.
• Show awareness of financial controls within the front of house systems.
• Celebrate success and lead the team to reach their full potential, creating a positive, fulfilling place to work.

Benefits

• In return, we offer such benefits as 20% discount at the Vet Group, Pets at Home and the Groom Room, access to discounts and cashbacks, in-house career development opportunities, pension and holiday allowance.

Location

SA1 2AL

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!