Head Receptionist Practice: Shepherds The Vets - Bridgend Location: Bridgend & Branches Salary: £32,000 per annum Shepherds The Vets are looking for an experienced, confident, and highly organised Head Receptionist to lead their reception teams across Bridgend and associated branches. This is a key leadership role within the practice, previous management experience is essential to be considered for this role Working Hours Mon / Tues / Fri: 8:00am – 5:00pm Wed / Thurs: 12:00pm – 8:00pm Key Responsibilities Team Leadership & Management Recruit, induct, train, develop, and manage the reception team Inspire and motivate team members, managing performance through regular feedback, appraisals, and performance management Manage remote teams across multiple branches, including regular site visits and reviews Implement and drive team goals and objectives Operational & Resource Management Manage rotas, holidays, absence, and branch cover to ensure appropriate staffing levels Provide support and cover within the reception team when required Ensure effective handovers between reception staff across shift patterns Customer Service Excellence Ensure consistently high standards of customer service across all reception areas Obtain and act upon direct client feedback, implementing improvements where required Professionally manage and diffuse challenging customer situations Welcome visitors, identify needs, and direct enquiries appropriately Telephony & Systems Manage telephony performance, including missed call rates, quality monitoring, and reduction of double handling Evaluate telephony KPIs, conduct quality control checks, produce quarterly reviews, and take corrective action Ensure accurate, compliant use of the appointment and practice management systems Compliance & Governance Ensure full compliance with client confidentiality, GDPR, Health & Safety, and RCVS requirements Maintain accurate practice records and implement corrective action where required Manage practice security, including controlled access door systems Be fully familiar with emergency procedures and ensure safe evacuation when required Financial & Administrative Duties Manage the non-payers report, including customer contact, payment arrangements, and escalation where appropriate Oversee daily cashing up, banking procedures, and reconciliation Ensure all administrative tasks are completed efficiently, accurately, and in a timely manner Qualifications GCSEs essential A Levels desirable or NVQ Level Skills & Attributes Self-motivated, trustworthy, and customer-focused Previous team management experience essential Excellent interpersonal and communication skills Proven ability to lead, manage, and delegate effectively Strong planning and organisational skills Target driven with the ability to work under pressure Confident decision-maker able to work on own initiative Apply today to join Shepherds the Vets. Closing date: 3rd April at 9:00am