Head Receptionist
Practice: Shepherds The Vets - Bridgend
Location: Bridgend & Branches
Salary: £32,000 per annum
Working Hours
Mon/Tues/Fri: 8:00am – 5:00pm
Wed/Thurs: 12:00pm – 8:00pm
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 practices.
Previous team manager experience essential
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 manager 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
If you are an experienced receptionist looking to take the next step in your career with well-established veterinary practice, we would love to hear from you.
Apply now to join Shepherds the Vets today. Applications close on 27 February 2026