Head Receptionist

Overview

Head Receptionist

Practice: Shepherds The Vets - Bridgend
Location: Bridgend & Branches
Salary: £32,000 per annum

Working Hours

• Mon/Tues/Fri: 8:00am – 5:00pm
• Wed/Thurs: 12:00pm – 8:00pm

Shepherds The Vets are looking for an experienced, confident, and highly organised Head Receptionist to lead their reception teams across Bridgend and associated branches.

This is a key leadership role within the practices.

Previous team manager experience essential

Team Leadership & Management

• Recruit, induct, train, develop, and manage the reception team
• Inspire and motivate team members, managing performance through regular feedback, appraisals, and performance management
• Manage remote teams across multiple branches, including regular site visits and reviews
• Implement and drive team goals and objectives

Operational & Resource Management

• Manage rotas, holidays, absence, and branch cover to ensure appropriate staffing levels
• Provide support and cover within the reception team when required
• Ensure effective handovers between reception staff across shift patterns

Customer Service Excellence

• Ensure consistently high standards of customer service across all reception areas
• Obtain and act upon direct client feedback, implementing improvements where required
• Professionally manage and diffuse challenging customer situations
• Welcome visitors, identify needs, and direct enquiries appropriately

Telephony & Systems

• Manage telephony performance, including missed call rates, quality monitoring, and reduction of double handling
• Evaluate telephony KPIs, conduct quality control checks, produce quarterly reviews, and take corrective action
• Ensure accurate, compliant use of the appointment and practice management systems

Compliance & Governance

• Ensure full compliance with client confidentiality, GDPR, Health & Safety, and RCVS requirements
• Maintain accurate practice records and implement corrective action where required
• Manage practice security, including controlled access door systems
• Be fully familiar with emergency procedures and ensure safe evacuation when required

Financial & Administrative Duties

• Manage the non-payers report, including customer contact, payment arrangements, and escalation where appropriate
• Oversee daily cashing up, banking procedures, and reconciliation
• Ensure all administrative tasks are completed efficiently, accurately, and in a timely manner

• GCSEs essential
• A Levels desirable or NVQ Level

• Self-motivated, trustworthy, and customer-focused
• Previous team manager experience essential
• Excellent interpersonal and communication skills
• Proven ability to lead, manage, and delegate effectively
• Strong planning and organisational skills
• Target driven with the ability to work under pressure
• Confident decision-maker able to work on own initiative

If you are an experienced receptionist looking to take the next step in your career with a well-established veterinary practice, we would love to hear from you.

Apply now to join Shepherds the Vets today. Applications close on 27 February 2026.