Reception/Office Manager

This role reports to two Clinical Directors



  • Supporting the Clinical Directors in developing and maintaining the business
  • To be receptive to new ideas and encourage Reception team involvement
  • To ensure that Reception runs effectively, efficiently and to a very high standard at all times through great communication, empathetic leadership and dynamic management
  • To ensure adequate reception cover at all sites and that shifts are allocated in line with the needs of the business (including working reception shifts if required and handling sickness calls / cover)
  • To ensure that all Receptionists/non-clinical staff are involved in appropriate training, talks, presentations and meetings that are designed to enhance their knowledge, improve their customer service and sales skills
  • Monitor, review and where appropriate, performance-manage the Reception team
  • Deal with any non-clinical, customer service-based client complaints
  • To ensure adequate reception-specific training is provided to enable the Receptionists to be the best they can be
  • Managing buildings and facilities maintenance across all three sites (e.g: arranging fire alarm servicing, PAT testing, repairs and maintenance, reporting IT or phone system errors to the relevant departments etc)

This role reports to the two Clinical Directors.


Excellent interpersonal and managerial skills are a necessity to lead our vibrant team of Front-of-house staff. Some veterinary industry knowledge would be advantageous, particularly of Practice Management Software and previous veterinary reception experience would also be beneficial. Formal leadership/management training would be desirable, but not essential for applicants with extensive experience and a great track record.


  • Excellent telephone manner
  • Strong written communication and report-writing skills
  • Self-directed and able to recognise and act on opportunities to improve effectiveness and skills
  • Professionalism when dealing with colleagues and clients alike
  • A willingness to undertake ad hoc tasks and a strong team orientation
  • Excellent level of IT knowledge (Microsoft Office / Outlook essential)
  • Ability to learn new software and programs
  • Proven and substantial previous experience working in a practice management role or similar
  • Experience in dealing with staff and issues arising within a small team
  • Compassionate, sense of humour and positivity, ability to work well with a very diverse group of individuals

If you are interested in joining our team, please send a cover letter and CV to

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