Veterinary Receptionist / Customer Experience Lead
Jack’s Veterinary – Killay, Swansea
£27,000–£30,000 per year
40 hours preferred – 35 hours considered
About the role
Jack’s Veterinary is an independent veterinary practice in Killay, Swansea.
A major part of our reputation has been built on the friendly, welcoming and personal service clients receive from our front-of-house team. We have become known for this, and maintaining that standard is absolutely paramount to us.
The presentation and cleanliness of the practice are equally important. Front of house is the first impression clients receive, so keeping reception and client-facing areas clean, tidy, organised and well presented is an important part of this role and something everyone in the team contributes to.
We are looking for an experienced, confident and highly organised person to join us as a Veterinary Receptionist / Customer Experience Lead.
This is first and foremost a busy, hands-on reception role. You will speak with clients face-to-face and by telephone, coordinate appointments and requests, process payments, maintain accurate records and help the clinical team keep the day running smoothly.
Alongside the reception role, you will take additional responsibility for client experience, including handling more challenging conversations, complaints and service issues, as well as helping manage the Jack’s Membership scheme.
We are looking for someone who can combine warmth with efficiency. Being friendly matters enormously to us, but so does accuracy, organisation, presentation, following through on promises and making sure clients feel genuinely looked after.
What you’ll be doing
- Welcoming clients and maintaining the friendly, professional atmosphere our practice is known for.
- Keeping reception and client-facing areas clean, tidy, organised and well presented throughout the day.
- Answering telephone calls and handling a wide range of client enquiries.
- Booking and coordinating appointments accurately.
- Communicating between clients, vets, nurses and the wider team.
- Processing payments and handling client accounts accurately.
- Managing client requests and ensuring outstanding tasks are followed through.
- Maintaining clear and accurate client and patient records.
- Managing the Jack’s Membership scheme, including queries, sign-ups, changes and administration.
- Handling sensitive or difficult client conversations calmly and professionally.
- Taking ownership of client concerns and helping resolve complaints or service issues.
- Following up on agreed actions and ensuring clients receive updates when promised.
- Identifying recurring client-experience issues and feeding these back to practice management.
- Supporting general front-of-house administration and the wider practice team.
About you
Previous experience in veterinary reception, customer service, healthcare, professional services or another busy client-facing environment is preferred.
You will ideally:
- Be naturally warm, welcoming and approachable.
- Take pride in maintaining a clean, organised and professional environment.
- Communicate confidently and professionally in person, by telephone and in writing.
- Be highly organised and able to prioritise when several things require attention at once.
- Follow tasks through to completion rather than simply passing them on.
- Remain calm and constructive when dealing with distressed, frustrated or unhappy clients.
- Understand that acknowledging a client’s concern does not necessarily mean accepting that the business has done something wrong.
- Be able to resolve straightforward problems independently while knowing when management involvement is needed.
- Be comfortable dealing with payments and financially sensitive conversations.
- Be confident using computer systems and learning new software.
- Work well as part of a team while also being capable of working independently.
The Customer Experience Lead element
This is an opportunity for someone who wants more responsibility than a standard reception role.
You will remain an active member of the reception team while taking greater ownership of:
- Client complaints and concerns.
- Difficult or escalating conversations.
- Service recovery.
- Consistency of client communication.
- The Jack’s Membership scheme.
- Protecting the friendly, welcoming and well-presented front-of-house experience Jack’s Veterinary has become known for.
Hours and salary
40 hours per week preferred, although we would consider 35 hours.
Salary: £27,000–£30,000 per annum, depending on experience.
This position is based at our practice in Killay, Swansea.
Applying
If you are an experienced receptionist or customer-service professional who enjoys being busy, takes pride in getting things right and understands the importance of genuinely excellent front-of-house service, we would be very interested to hear from you.
Please apply with an up-to-date CV and complete the application questions provided.
Pay: £27,000.00-£30,000.00 per year
Benefits:
Application question(s):
- Do you have previous experience working in a veterinary practice? If yes, please briefly describe your role and responsibilities.
- What do you think is more important in customer service: being friendly or being efficient? Please choose only one and explain why you think it matters more.
- Tell us about a time you had several competing tasks or customer requests at once. How did you decide what to deal with first, and how did you make sure nothing was missed?
Work Location: In person
