Reception Manager

At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.
We are seeking an organised, personable Reception Manager to join our team at Thistle Equine on a full-time permanent basis.
The role will be based at all of our three sites Strathaven, Inchinnan and Symington.

How You’ll Make a Difference
This is a fantastic opportunity for someone who enjoys working with people, takes pride in delivering excellent customer service and wants to play a key role in supporting both clients and colleagues within a busy Equine Veterinary Practice. This is a full-time position based across our three sites in the West of Scotland:
Inchinnan (near Glasgow Airport), Symington (Ayrshire), and Strathaven. The role is based in our Syke Farm Clinic in Symington, however flexibility to work and travel regularly to the other Clinics is required due to managing the reception and admin team across all 3 sites.
Working closely with the management team, you will provide day-to-day support and leadership to our reception team whilst remaining a hands-on member of the department. You'll help ensure the smooth running of front-of-house operations, support colleagues, maintain high standards and contribute to a positive experience for every client who walks through our doors.

Key Responsibilities

• Provide day-to-day support and leadership to the reception team.
• Lead by example and promote high standards of professionalism and client care.
• Deliver outstanding customer service and act as a positive role model for colleagues.
• Build strong relationships with clients and support them through both routine and emotional visits.
• Support the training and development of reception colleagues.
• Monitor workflows and ensure tasks are completed accurately and efficiently.
• Oversee reception emails and client communications.
• Support effective communication between reception and the clinical team.
• Assist in resolving client concerns professionally and compassionately.
• Ensure reception procedures and protocols are followed consistently.
• Identify areas for improvement and support continuous development within the department.
• Undertake all routine veterinary receptionist duties, including answering calls, managing appointments, processing payments, handling enquiries and supporting clients throughout their visit.

Working Pattern

• Monday - Friday 8.30-5.30pm no weekends.

You Might Be a Great Fit If...
We  looking for someone who genuinely enjoys working with people and thrives in a busy, client-focused environment. You will be approachable, positive and supportive, with the confidence to lead by example and help colleagues achieve high standards. You take pride in getting the small details right, proactively identify issues before they become problems and enjoy creating structure and organisation within a busy workplace.
Most importantly, you'll understand the important role reception plays in creating a positive client experience and will be passionate about providing exceptional care and support to both our clients and their pets.

Essential Requirements

• Previous experience in a Senior Receptionist, Lead Receptionist, Reception Supervisor or Team Leader role.
• Demonstrable experience supporting, coaching or supervising a team.
• Exceptional attention to detail.
• Excellent written and verbal communication skills.
• Ability to take ownership of tasks and see them through to completion.
• Strong organisational and communication skills.
• Ability to maintain standards and support accountability within a team.
• Proactive approach to problem solving.
• Excellent customer service skills.
• Confidence using computer systems, booking systems and administrative software.
• Proficiency in Microsoft Word.

Desirable Requirements

• Previous experience within a veterinary practice.
• Knowledge of or a keen interest in the equestrian world.
• Experience with in healthcare, dental or other professional service environments.
• Experience handling complaints and challenging situations.
• Knowledge of veterinary insurance processes.
• Experience using…