Reception Manager

Pets at Home Limited; Swansea; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

20% staff discount

Pension

Career development opportunities

Holiday allowance

Job summary

Pets at Home Limited is seeking a Reception Manager for our Swansea Vets for Pets Practice. You will lead the front-of-house team, ensure outstanding client care, and coordinate with clinical staff to keep the client/patient journey smooth.

The role focuses on managing reception staff, delivering gold-standard service, and driving efficient diary and payments processes in a busy practice environment.

Qualifications

• Experience in frontline customer service and patient care.
• Proven ability to manage staff and conduct appraisals.
• Comfort with handling sensitive billing and patient records.

Responsibilities

• Oversee reception team and daily admin tasks.
• Maintain high standards of customer service for clients and pets.
• Manage payments, bookings and diary planning for the day.
• Support with HR procedures, appraisals and disciplinary protocols.
• Act as main point of contact for client account queries and insurance forms.

Skills

Leadership

Customer service

Staff management

Rota planning

Billing & payments

Tools

POS system

Booking software

Practice management software

Job description

Reception ManagerDo 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.

This is a busy and varied role with the main emphasis on management of reception staff and maintaining excellent customer service.

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!