Veterinary Receptionist – Newton Aycliffe
£15.00 per hour | 38 hours per week | Permanent
Sore Paws Veterinary Clinic is an independent, family-run practice that prides itself on “blending modern medicine with old-fashioned care.”
We provide up-to-date, evidence-based medical and surgical treatment without compromising the friendly and personal feel of a traditional village veterinary practice. We strive to provide every client and patient with an excellent standard of clinical care and customer service while always maintaining our professional integrity.
The continued success of Sore Paws is made possible by our dedicated and knowledgeable team. In return for their hard work, we are committed to supporting and looking after our employees throughout their time with us.
About the Role
Our Reception team creates the first impression of Sore Paws for our clients and patients. Everyone entering or contacting the practice should be welcomed in a warm, courteous and professional manner.
Exceptional customer service, communication skills and empathy are essential. Our Receptionists must be able to provide excellent client care face-to-face, by telephone and through email while remaining calm and effective in a busy environment.
The ability to organise, prioritise and multitask is fundamental. Our Reception team is at the heart of the practice, coordinating between departments and helping to ensure its smooth day-to-day operation.
This is a permanent position based at our Newton Aycliffe Veterinary Clinic.
Working Hours
The position is for 38 hours per week:
- Saturday mornings from 9:30am to 12:30pm
- The remaining 35 hours worked across four weekdays
- The weekday working pattern will be agreed according to the needs of the practice
This working pattern provides one weekday off each week, in addition to Saturday afternoon and Sunday.
Applicants must be available to work every Saturday morning.
Key Responsibilities
Client and Patient Care
- Welcoming clients and patients into the practice in a warm, friendly and professional manner
- Providing an excellent standard of customer service to everyone visiting or contacting the practice
- Responding to questions and resolving problems promptly, sensitively and diplomatically
- Recognising when clinical queries must be referred to a member of the veterinary team
- Assisting with patient admissions and discharges
Telephone and Email
- Answering incoming telephone calls promptly and courteously
- Managing email correspondence and responding to or redirecting enquiries appropriately
- Recording and communicating accurate messages
- Remaining calm, compassionate and professional during difficult or emotional conversations
Appointments
- Scheduling appointments accurately and maintaining the practice diary
- Gathering sufficient information to book patients with the appropriate team member and appointment type
- Communicating delays or changes clearly and professionally
- Coordinating with the clinical team to support the smooth running of the daily appointment schedule
Medication
- Preparing and dispensing prescriptions as directed by a Veterinary Surgeon
- Providing clients with clear collection and handover information
- Assisting with medication stock control and and reordering
- Maintaining accurate records in accordance with practice procedures
Information Handling
- Gathering and verifying client and patient information
- Maintaining accurate and up-to-date clinical and client records
- Handling personal and confidential information in accordance with GDPR and practice policy
- Completing all required data-protection and information-handling training
Practice Health Plan and Retail Sales
- Explaining the benefits of the Sore Paws Practice Health Plan to new and existing clients
- Promoting appropriate practice services and retail products
- Processing Practice Health Plan registrations accurately
- Supporting clients in making informed choices without applying inappropriate sales pressure
Our Practice Health Plan is a monthly subscription service designed to help clients manage the cost of essential preventative healthcare for their pets.
Payments and Cash Handling
- Processing cash, card and other payments accurately
- Discussing account balances and payment requirements professionally
- Following practice procedures for refunds, discounts and outstanding accounts
- Assisting with end-of-day till reconciliation and cashing-up procedures
Administration and Communication
- Liaising effectively with the Reception, Veterinary, Nursing and Management teams
- Checking emails, messages and internal communications daily
- Producing written communications, records and reports when required
- Completing administrative duties accurately and within the required timescales
- Helping to maintain effective communication throughout the practice
Practice Maintenance
- Helping to keep the reception desk, waiting room and other client-facing areas clean, tidy and presentable
- Using all relevant equipment safely and in accordance with training
- Reporting equipment faults, damage or breakdowns promptly
- Assisting with the maintenance of equipment records, instructions and service information where required
Health and Safety
- Complying with all practice Health and Safety policies and procedures
- Reporting hazards, concerns, accidents and incidents promptly
- Working alongside the Company Directors, Branch Manager and HR team to ensure relevant documentation remains current
- Assisting with risk assessments and fire-safety procedures where required
Training and Development
- Completing all mandatory in-house training promptly
- Demonstrating a commitment to Continuing Professional Development
- Developing a Personal Development Plan with objectives relevant to the role
- Participating in approved external training where appropriate
Be a Sore Paws Ambassador
Our Receptionists are expected to embody the values and culture of Sore Paws Veterinary Clinic. This includes providing an excellent standard of service, promoting the practice positively and contributing to the continued improvement of our policies and procedures.
Benefits
- £15.00 per hour
- 38-hour working week
- Four weekday shifts plus a three-hour Saturday morning
- 38 days’ paid annual leave per year, inclusive of bank holidays
- Additional annual leave based on continuous service
- Company pension
- Your birthday off when it falls on a normal working day
- Cost-price Sore Paws products and services
- Company-funded Continuing Professional Development following approval
- Access to a leading Employee Assistance Programme, including professional mental-health support
- Access to Bright Exchange employee perks and discounts
- Cycle to Work scheme
Essential Requirements
- At least one year of customer-service experience
- GCSEs or equivalent qualifications
- Exceptional customer-service and interpersonal skills
- Excellent written and verbal communication skills
- Strong general computer and ICT skills
- A self-motivated, dependable and highly organised approach
- The ability to prioritise and manage several tasks simultaneously
- The ability to remain calm and professional under pressure
- An approachable, friendly and empathetic manner
- The ability to work effectively both independently and as part of a team
- Availability to work every Saturday morning from 9:30am to 12:30pm
Desirable Experience
- At least one year of reception experience
- Previous veterinary reception experience
- Experience working within a veterinary practice, medical practice or similar environment
- Experience using veterinary practice-management software
- Knowledge of veterinary terminology and practice procedures
- Animal-handling or animal-care experience
Job Types: Full-time, Permanent
Pay: £15.00 per hour
Expected hours: 38 per week
Work location: In person – Newton Aycliffe
Job Types: Part-time, Permanent
Pay: £15.00 per hour
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- On-site parking
- Sick pay
Work Location: In person
