Reception Manager

Reception Manager 

Do you love Pets? Are you open, friendly and organised? Do you enjoy problem solving and proving a good service and working as a team? If this, is you, we have a great opportunity for you at our Swansea Vets for Pets Practice. We are a thriving practice with an excellent reputation in the community and are looking for an individual to join us as a Reception Manager. We encourage all our staff to deliver outstanding care to both the client and their pets and perform their job to the fullest.

What your typical day will look like

• You will oversee the reception team, ensuring daily tasks are completed in a timely manner, whilst managing your own admin duties and making sure that a great level of customer service is maintained and delivered to all clients. You'll provide a link between clients and the clinical team.
• Your focus is to provide an exceptional service to our clients and the best care possible to their pets - providing a link between clients and the clinical team. Your ability to build strong relationships with our clients, their pets and the practice team will be critical to your success.
• Your great client service during a client’s visit will make sure that their absolute satisfaction is given, and that the client leaves knowing that they have received exceptional service and look forward to their next visit.  
• You will greet each client and offer support, guidance, and expertise, managing payments and future bookings confidently. 

The position is full time, 40 hours per week and will include Saturdays on a rota basis. 

Duties to include:

• Working closely with our practice owners implementing management decisions.
• Ensuring the front of house is fully manned and working efficiently and effectively.
• Training colleagues with emphasis on providing a professional, gold standard level of customer service.
• Challenging in the right way when something is not right.
• Providing feedback to colleagues and management to help manage and improve our service and communication.
• Support with rota planning and diary management.
• Working with the team to ensure the reception and phone room are kept to a high standard of cleanliness and are presentable at all times.
• Proactively looking for ways to improve the client/patient journey, from first point of contact to last point of contact. Using the practices feedback forums to help. IE: Reputations, Google reviews, Social Media.
• Support the Client Experience Manager with preparing for hospital inspections and attaining outstanding award in client care.
• Support the Client Experience Manager with complaint handling, via telephone, in person and in writing.
• Continually improve and maintain product knowledge and be able to upsell our products and advise where necessary.
• Adhere to and be able to locate all company policies and procedures
• Bereavement handling – offer physical and emotional assistance to clients in sensitive situations.
• Show awareness of financial controls within the front of house systems.
• Celebrate success and lead the team to reach their full potential, creating a positive, fulfilling place to work.

Benefits:

In return, we offer such benefits as 20% discount at the Vet Group, Pets at Home and the Groom Room, access to discounts and cashbacks, in-house career development opportunities, pension and holiday allowance.

Location: SA1 2AL

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!