LEAD VETERINARY RECEPTIONIST – 40 hours per week
This role is based at our busy Storrington Hospital.
People work in the veterinary industry so they can help change the lives of pets and their owners. We share that calling. But we also understand that to be at your best for your patients, you need support, work-life balance and opportunities for growth. We believe that every veterinary professional should feel part of a community that builds them up, connects them with their passion and helps them thrive. That’s why we built Arun Veterinary Group. Together, we’re ‘more than a vets’. We’re proudly independent, and the freedom that this brings sets us apart. Clinical freedom; freedom to deliver care with a personal touch; freedom to do what’s right.
Be (truly) valued
We’re constructive, encouraging, and kind to one another – always. Inclusivity and collaboration ensure everyone feels respected and valued. The equality, kindness and closeness that unites our team shapes our work; we treat our clients with respect, kindness, empathy, and professionalism.
Feel the difference
We work from four branch clinics (Worthing, Ashington, Pulborough and Westergate) and two state-of-the-art hospitals (Storrington and Chichester). Our sister businesses, South Downs Emergency Vets and South Downs Veterinary Referrals operate from these two hospitals, and we work collaboratively to deliver exceptional, personalised care to our patients 24/7. The interior design in our clinics provides a warm, comforting, home-from-home feeling. It’s hard to put into words, but you’ll feel the difference as soon as you walk through the door.
The Role:
The Lead Receptionist will act as a supportive leader under the guidance of the Site Manager based in our hospitals. They will lead a team of receptionists (site based and roving) as part of the client-facing reception team in a part receptionist, part administrative role.
As a secondary to the site manager, the lead receptionist is expected to facilitate a positive working environment through having an approachable, cheerful, inclusive attitude that encourages communication and participation.
The role is expected to be split approx 85% receptionist and 15% administration/support activities (this is an estimate, and the percentage split may vary as the role evolves).
Management Structure
The Lead Receptionist will report to the Site Manager. Hospital and Roving receptions will report into the Lead Receptionist.
Location
The Lead Receptionist will work from their assigned hospital. As with all team members and roles, there may be a need to support other locations if and when required.
Due to the leadership required for this role, we expect this to be a full-time role (min 35hrs per week considered).
Salary
The salary for this role is £30,000.00 per annum, this is based on our full time equivalent 40 hours per week.
SKILLS & QUALIFICATIONS
Qualifications & experience:
- Existing receptionist and/or administrative experience within the veterinary industry
- Manager/senior/leader experience preferred
- Experience administering operations systems and processes
- Competency in the use of clinical computer and MS office suite systems
Responsibilities & duties:
This role will take responsibility in these key areas, but not limited to and still evolving:
Approx 85% as a receptionist:
- Participate in full as a receptionist ensuring always delivering gold-level standard of client care and customer service. This role includes contribution to working as part of the weekend and bank holiday rotas.
Approx 15% support in administrative function:
- Rota planning and coordination of the receptionists within the hospital and support local branches either directly or via Site Managers
- Strategically support staffing gaps where required to cover last-minute changes due to absence.
- Supporting Site Managers with recruitment and onboarding needs for the reception team
- Providing go-to support for all queries, issues and complaints
- Deliver training and development of the reception team, including inductions for new starters and support the regular development needs of existing team through 1-2-1s and appraisals, with the support of the Site Manager where required.
- Lead by example as a key receptionist on the desk, providing outstanding customer care.
- Work closely with the Client Care Manager to implement and deliver customer service improvements as needed.
- Responsible for debt management.
- Along with the Client Care Manager, be responsible for improving KPIs such as call times/pick up rates/satisfaction scores, as well as feedback from marketing and the suitability and success of our suppliers, e.g. measurable success of Pet Proactive, etc.
- Responsible for improvement measures and KPIs on upselling opportunities to increase awareness and uptake of our extra available services.
- Contribute as a receptionist on the rota, alongside administration tasks, including contribution to the weekend and bank holiday rotas.
- Provet diary management and support including day-to-day fire-fighting issues
Key competencies:
- Consistently demonstrates professionalism, ethics, and integrity reflective of the Group’s vision and values
- Remains calm, logical, and patient under pressure, always maintaining a positive attitude despite challenges
- Exhibits a problem-solving mentality and a solutions-based approach
- Has a proactive mindset and demonstrates initiative
- Analytical, pays attention to detail, and displays high levels of accuracy
- Manages time efficiently and prioritises effectively
- Thrives in a fast-paced environment by learning quickly and having the flexibility to adapt
- Demonstrates excellent interpersonal and communication skills (verbal and written)
- Makes decisions confidently, considering the Group’s long-term objectives and vision
- Works with confidential information in a trustworthy manner, with discretion and diplomacy
- Proficient in the use of IT systems, particularly Microsoft Office Suite and project management tools
Must share and demonstrate the values of AVG: humility, respect, empathy, work ethic, honesty, communication, and teamwork.
NOTE
Essential duties have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that employees can perform the essential functions.
The job description is not intended to be an all-inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.
Arun Veterinary Group/South Downs Emergency Vets/South Downs Veterinary Referrals is an equal opportunity employer and does not discriminate on grounds of age, race, religion, ethnic origin, gender, sexual orientation, or disability in relation to recruitment and employment.
