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.