Head Receptionist (Management Role) Practice: Shepherds The Vets - Bridgend Location: Bridgend & Branches Salary: £32,000 per annum Shepherds The Vets are seeking an experienced Head Receptionist with proven team management experience to lead reception teams across Bridgend and associated branches. This is a hands-on leadership role, and applicants must have prior experience managing teams, including performance management, staffing, and multi-site coordination. Candidates without direct management experience will not be considered. Working Hours Mon / Tues / Fri: 8:00am - 5:00pm Wed / Thurs: 12:00pm - 8:00pm Key Responsibilities Team Leadership & Management (Core Focus of Role) Lead, manage, and develop reception teams across multiple branches Take responsibility for recruitment, onboarding, training, and ongoing performance management Conduct regular appraisals, performance reviews, and address underperformance where required Manage remote teams, including regular branch visits and operational oversight Set clear team objectives and ensure consistent delivery across all sites Operational & Resource Management Manage rotas, holidays, and absence to maintain effective staffing levels Provide hands-on support within reception when required Ensure smooth communication and handovers across all teams and shifts Customer Service Excellence Drive consistently high standards of client care across all reception areas Actively gather and respond to client feedback, implementing improvements Confidently manage and resolve challenging customer situations Telephony & Systems Oversee telephony performance, including missed call rates and quality standards Monitor KPIs, conduct quality checks, and implement improvements Ensure accurate use of practice management systems Compliance & Governance Ensure compliance with GDPR, Health & Safety, and RCVS requirements Maintain accurate records and implement corrective actions where needed Oversee site security and emergency procedures Financial & Administrative Duties Manage non-payers and oversee payment follow-ups Supervise daily cashing up, banking, and reconciliation Ensure all administrative processes are completed accurately and on time Qualifications GCSEs essential A Levels or NVQ desirable Skills & Experience (Essential Requirements) Proven experience managing and leading a team (essential) Experience handling performance management, appraisals, and staffing decisions Strong leadership and delegation skills Excellent communication and interpersonal ability Highly organised with the ability to manage multiple sites Confident decision-maker who can work independently Vet experience not essential Apply today to join Shepherds the Vets. Closing date: 24th April at 9:00am