Head Receptionist

Location: Newquay / Truro sites

Contract: Permanent

Hours: Full Time

Salary: £30k DOE

We're looking for a welcoming, organised, and proactive Head Receptionist to join our team on a full-time basis, working across our Newquay and Truro practices.

This is a varied and rewarding role with a flexible work pattern that includes a mixture of early and late shifts, as well as participation in our Saturday rota. The good news — there is no bank holiday working.

We're seeking someone who enjoys working in a busy and fast-paced environment and genuinely cares about delivering an outstanding client experience. The client journey should be at the heart of everything you do, from the first phone call to every interaction that follows.

We are a friendly team with a shared passion for animal care and exceptional client service. Working collaboratively across both sites and alongside colleagues in our wider region, we support each other to provide the very best experience for our clients and patients.

If you're a natural people person, enjoy leading by example, and thrive in a role where no two days are the same, we'd love to hear from you.

As our Head Receptionist, you'll lead and support the reception team, helping to ensure the smooth and efficient operation of the client-facing side of the practice.

You'll act as a role model for excellent customer service while providing guidance, coaching and support to colleagues.

• Leading, motivating and supporting the reception team
• Assisting with training, development and onboarding of new team members
• Creating and managing reception rotas
• Supporting recruitment activities and liaising with the central recruitment team
• Managing account control and debt collection processes
• Overseeing the administration of insurance claims
• Supporting the management and promotion of our Healthy Pet Club
• Maintaining efficient reception processes and high service standards

• Answering telephone enquiries and booking appointments
• Welcoming clients and their pets to the practice
• Responding to enquiries via telephone, email and in person
• Registering new clients and maintaining accurate records
• Processing insurance documentation
• Dispensing medications in line with practice procedures
• Taking payments and handling financial transactions
• Delivering an outstanding customer experience at every interaction

We're seeking a friendly, organised and proactive individual who enjoys working in a fast-paced environment and has a genuine passion for customer care.

• Previous reception experience (veterinary experience is advantageous but not essential)
• Experience supervising, supporting or leading a team
• Excellent communication and interpersonal skills
• Strong customer service experience with a professional and empathetic approach
• Ability to remain calm and resilient in emotional or challenging situations
• Strong organisational and administrative skills
• Good IT skills, including Microsoft Office and database systems
• A positive attitude and the ability to work collaboratively as part of a team

At CVS, we know our people are our greatest asset. That's why we offer a range of benefits designed to support your wellbeing, professional development and work‑life balance.

• Competitive salary, dependent on skills and experience
• Opportunities for learning, development and career progression
• Access to CVS colleague wellbeing initiatives
• Employee Assistance Programme
• Staff discount scheme
• Supportive and friendly working environment
• Plus all the excellent CVS benefits available to our colleagues

For a full overview of our benefits, please visit CVS Employee Benefits - What We Can Offer You.