Head Receptionist
| Posting date: | 26 January 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 25 February 2026 |
| Location: | CF31 2BF |
| Remote working: | On-site only |
| Company: | Ad Talent Recruitment Ltd |
| Job type: | Permanent |
| Job reference: | 260126STV-66153 |
Summary
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.