Head Veterinary Receptionist

Tremain Veterinary Group

Head Veterinary Receptionist - 12 Month fixed term contract

Full or Part time

Salary £24,000 to £33,600 (Full-Time equivalent) Depending on Experience

Due to an internal promotion, we are now looking for an engaging and passionate Head Veterinary Receptionist to join our fantastic team for a fixed term 12-month contract.

Tremain Veterinary Group is a two-site practice group based in Witney and Carterton nestled in the Oxfordshire countryside.

We have an amazing team with a great culture, and this is reflected in our employee Satisfaction survey score sitting in the upper 10% within CVS.

We pride ourselves on clinical excellence and delivering a superb client experience.

The successful candidate will lead a team of 6 Veterinary Receptionists across the two sites and will report into the Clinical Director.

Full training and support will be provided. 

Previous leadership experience is desirable but not a pre-requisite for this role.

If you wish to find out more, please contact Keith Putland - Practice Manager - Keith.Putland@cvsvets.com

Please find below a summary of the Job Profile and the Key responsibilities and tasks.

Summary of Role:

•  Manage and organise the Reception team, including the rota, working in partnership with other key members of the Practice Management team to provide a professional service to clients and patients by making sure the whole team deliver an outstanding service in line with the RCVS Client Service Award.
•  Oversee all areas of reception and front of house to create a welcoming environment for clients and their pets.
•  Accountable for ensuring all team members understand and actively promote Company led initiatives. Act as a role model.
•  Support the Practice Management team with people processes and HR policies such as performance management, inductions, reviews, training and continuing professional development, including your own development so key performance targets can be delivered to the highest standard.
•  Deliver and review on the job training to the Reception team including regular 1:2:1s and monthly interactive team meetings.
•  Carry out regular audits of Reception processes and premises to review and improve standards.

Key Responsibilities and Tasks:

Delivering Results

•  Effectively manage (including remote management where multisite) the practice team using effective communication, prioritisation and planning skills ensuring the consistent delivery of CVS policies and procedures across all sites.
•  Support the Practice Manager / Clinical Director with the ethical requirements of a veterinary practice and ensure that both professional and support staff fulfil these responsibilities. Be familiar with the contents of the RCVS Guide to Professional Conduct, including the Veterinary Practice Management Association Code of Ethics.
•  Understand and implement the current Health and Safety and COSHH regulations, making sure these are adhered to and Practices are compliant, with staff trained and signed off on CVS Health and Safety procedures.
•  Work in accordance with the CVS Health and Wellbeing manuals and other CVS protocols and policies as required.
•  Provide a safe and secure environment for all employees and customers through the maintenance of the Practice premises.
•  Be proactive to convert enquiries to appointments.
•  Proactively take action to ensure the debt position within the Practice is fully controlled and that Debt Recovery Protocols are being followed in order to achieve target including Debt Tagging and the managing of unallocated payments.
•  Ensure the completion of insurance forms for clients in a prompt and efficient manner.
•  Provide key information to customers and employees through the effective use of noticeboards, social media and other channels of communication.
•  Understand and actively promote the Healthy Pet Club Scheme both internally and externally in order to meet sales targets and active patient numbers to meet net gain targets. 
•  Ensure that current CVS stock control procedures are adhered to. 
•  Have an awareness of and communicating to the Reception team, the additional services offered by the Practice (i.e. pet bereavement counselling) and who best to refer the client to.                                      

Developing People

•  Role model development plan while driving the capability of the Reception team, using appraisals and PDPs creating a climate where high performance is recognised and rewarded and where it identifies successors for key positions across all branches.
•  Role model excellent client services, making sure the Reception team know the importance of delivering “excellence every day” and the consequence if this is not done.
•  Ensure the successful implementation and completion of all CVS required training across the whole reception team to required standard and to deadline.
•  Hold regular team meetings and sharing news, updates.
•  In conjunction with other members of the Practice Management team deal with all people issues in a timely and professional manner in accordance with advice from HR and employment legislation.
•  Ensure probationary reviews and annual appraisals take place and that objectives are followed up on appropriately.

Setting Direction

•  Take ownership of the day-today activities of the Reception and Front of House delivering a safe and legal business in compliance with company policies and procedures.
•  Ensure there is a smooth running at the start and end of day of all reception duties.
•  Provide rotas in line with legal time frames, making sure there are the right numbers of employees, with the right skills to meet customer demands.
•  Along with the Practice Management team coordinate and support regular practice and department meetings following up on any points raised.
•  Deliver key performance targets and client satisfaction.
•  Manage, report and monitor team attendance, including robust holiday planning, dealing with sickness absences in a timely manner and not accepting unacceptable levels of non-attendance.
•  Understand the RCVS Awards available to practices and strive to achieve the highest number and level of awards reasonable, in order to ensure excellent practice standards and reputation.
• Ensure there is a smooth running at the start and end of day of all reception duties.