Receptionist

CVS Vets; Tandridge; Hybrid; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Five weeks' annual leave (pro rata) +

Staff discount on veterinary bills

Staff discount on Animed Direct

Employee Assistance Programme

Structured Receptionist Career Pathway

Job summary

CVS Vets is seeking a Veterinary Receptionist to join our Warlingham site with coverage at Selsdon and Wallington. This permanent, 40-hour role follows a Monday–Friday pattern with 1 in 5 weekends.

You will greet clients, book appointments, take payments, and process insurance forms, while guiding clients to the services that best meet their pet’s needs.

Our supportive team values empathy, clear communication, and outstanding customer service as the face of CVS Vets in the local community.

Qualifications

• Previous experience as a receptionist is a must.
• Experience in a veterinary setting is a bonus.
• Strong communication and empathy are essential.
• Excellent customer service and ability to work with the public.
• Proficiency in Microsoft Office and database systems.

Responsibilities

• Manage Communication: Handle incoming calls and schedule appointments efficiently
• Inquiries Resolution: Respond to queries via phone, email, and in-person interactions with professionalism
• Client Reception: Greet and register new clients, ensuring a warm welcome
• Insurance Management: Process and manage insurance forms adeptly
• Medication Distribution: Dispense medications as required
• Financial Transactions: Process payments accurately and efficiently
• Emotional Support: Provide empathy and understanding to clients during distressing times, while maintaining professionalism
• System Utilisation: Organise patients using the in-house system efficiently
• Inter-practice Communication: Liaise with veterinary practices to address patient needs and queries
• Debt and Refund Management: Make necessary phone calls regarding debts, belongings, and refunds
• Client Care: Above all, ensure that every client feels welcomed and valued at our practice

Skills

Reception experience

Veterinary setting

Communication skills

Customer service

Teamwork

MS Office

Tools

Microsoft Office

Database systems

Job description

Join Our Team as a Veterinary Receptionist!

Are you ready to put pets first? At CVS Vets, we make pets a priority every day!

We're on the lookout for a dynamic and passionate animal enthusiast to step into the role of a Veterinary Receptionist at our Selsdon hub.

Location: Warlingham/Selsdon/Wallington

Contract: Permanent

Hours: 40hrs

Shift Pattern: Monday-Friday 8am-5pm/10.30am-7.30pm, 1 in 5 weekends (Selsdon) Saturday 8am-1.00pm/Sunday 8.30am-1.00pm

Discover Our Practice:

Warlingham is part of the Selsdon hub and is the smallest of our three local practices, offering a friendly and welcoming environment with one consulting room, X-ray facilities and a theatre.

Situated on the beautiful village green, the practice benefits from free parking nearby, along with a selection of local options for lunch and refreshments.

While this role will be based primarily at Warlingham, there will also be a requirement to provide cover at our other two practices in Selsdon and Wallington. For this reason, being a driver would be preferable.

The practice has a small kitchen and basic staff facilities. Its smaller size offers a fantastic opportunity for someone who enjoys building relationships and would like to really make the practice its own, getting to know our clients and becoming a familiar part of the local community.

Practice Website Link: Warlingham Veterinary Centre | CVS Vets

Veterinary Receptionists play a critical role in the success of every one of our sites. This is far more than a front desk position — it's a role where you actively shape the experience of every client and pet that walks through our doors.

You'll be responsible for coordinating appointments, handling payments, processing insurance claims, and guiding clients towards services and support that best meet their needs. Your work ensures the practice runs smoothly, efficiently, safely and most importantly, you are the face of CVS to the public.

Getting this right is what keeps clients coming back, and you'll play a key role in delivering what we believe is one of the best client experiences in the industry.

Training we offer

You don't need previous experience in a medical or veterinary setting. We provide a structured induction programme that gives you the clinical knowledge and confidence to hold informed, authentic conversations with clients from day one, and you'll join hundreds of others who never once walked into a veterinary practice before joining and thriving with us.

Development

Our internal learning team provide over 13,000 hours of remote or in person training courses, ranging from clinical workshops for our vets, to business planning, commercial, and HR courses. Our receptionists are all encouraged to complete our Receptionist Pathway Program. Your career is your choice, with our existing teams choosing to be excellent behind the reception desk, moving into leadership roles, or joining teams in our Head Office across an array of functions!

Behaviours, skills and experience we value:

Customer-focused decision making You put clients and their pets first, every time. You can balance empathy with professionalism and make sound decisions under pressure.

Confidence & courage You're comfortable speaking up when something isn't working, suggesting improvements, and helping raise standards for both clients and patients.

Strong consultative & influencing skills You're able to listen carefully, explain options clearly, and help clients make informed choices about their pet's care — always matching solutions to individual needs.

Adaptable communicator You're confident using digital tools and systems. From online bookings and email to specialist practice management tools, you are comfortable embracing new technologies, whilst being confident in face to face conversations

Empathetic and emotionally intelligent

Sadly our clients will need to make end of life decisions to their beloved pets. Supporting clients during this experience showing compassion and understanding is critical.

If you're looking for a role with responsibility, variety, and real impact — where your judgement, communication skills, and professionalism genuinely matter — we'd love to hear from you.

About CVS Vets:

Joining a CVS Vets-owned practice is more than just starting a job—it's the beginning of a rewarding career with one of the UK's leading veterinary groups.

Our mission is simple yet meaningful: to provide the best possible care for animals, and this dedication guides everything we do.

With a network of over 500 practices and more than 8,000 devoted professionals, you'll become part of a supportive community focused on one goal: putting pets first.

If you're looking for a role where your skills truly matter and your future is bright with possibilities, CVS Vets is the perfect place for you.

About the Role:

• Manage Communication: Handle incoming calls and schedule appointments efficiently
• Inquiries Resolution: Respond to queries via phone, email, and in-person interactions with professionalism
• Client Reception: Greet and register new clients, ensuring a warm welcome
• Insurance Management: Process and manage insurance forms adeptly
• Medication Distribution: Dispense medications as required
• Financial Transactions: Process payments accurately and efficiently
• Emotional Support: Provide empathy and understanding to clients during distressing times, while maintaining professionalism
• System Utilisation: Organise patients using the in-house system efficiently
• Inter-practice Communication: Liaise with veterinary practices to address patient needs and queries
• Debt and Refund Management: Make necessary phone calls regarding debts, belongings, and refunds
• Client Care: Above all, ensure that every client feels welcomed and valued at our practice

Who We're Looking For:

• Previous experience as a Receptionist is a must; experience in a veterinary setting is a bonus!
• Resilience and the ability to handle emotional situations with grace
• Strong communication skills paired with genuine empathy
• Outstanding customer service skills and experience with the public
• Positive attitude and superior teamwork abilities
• Proficiency in Microsoft Office and database systems

Our Offer to You:

We understand that benefits matter. Here are just a few of the perks you'll enjoy:

• Salary aligned with the National Minimum Wage
• Five weeks' annual leave (pro rata) per annum, plus bank holidays
• Long Service Award – employees receive an extra day of annual leave for each year of service (up to 5 additional days)
• Staff discount scheme on Veterinary bills and care
• Staff discount on Animed Direct, our online dispensary, where you can benefit from discounts on pet medicines, products and food
• Employee Assistance Programme for confidential wellbeing support
• And lots more, as part of our commitment to help you feel recognised, supported and appreciated!

Our innovative Receptionist Careers Pathway offers a clear, structured path to develop your skills and grow within CVS. With a range of courses, you'll gain the knowledge and confidence to deliver top-tier client service and advance your career with us.

CVS is dedicated to fostering an inclusive workplace where everyone can be their true selves, celebrating diversity and empowering each team member to perform at their best.

We're committed to building a workforce that reflects the diverse communities we serve.

Please note: We can only accept applications from candidates with the Right to Work in the UK, as we are unable to offer visa sponsorship for clinical support roles due to Home Office criteria.