Reception Manager

Are you an experienced reception or customer service professional looking for your next leadership opportunity? We are looking for an enthusiastic, organised and people-focused Reception Manager to join Charter Vets and take responsibility for our reception teams across four veterinary practices. This is an exciting opportunity to shape a new role within the business, bringing together our reception teams and helping to create a consistent, outstanding experience for both our clients and their pets.

About the role

As Reception Manager, you will provide leadership, support and direction to our reception teams across four sites. You will work closely with Practice Managers, clinical teams and our Pet Health Plan (PHP) Champions to ensure our reception teams are confident, engaged and delivering an exceptional client experience. You will be responsible for ensuring consistency across our practices while also identifying opportunities to improve the client journey, team performance and commercial results.

Your key responsibilities will include:

• Leading, supporting and developing reception teams across four veterinary practices.
• Providing visible and supportive leadership across all four sites.
• Managing recruitment, onboarding, training, 1-2-1s and colleague development.
• Supporting performance, attendance and people-management processes.
• Working with teams to ensure reception staffing and rotas are effective and meet the needs of each practice.
• Maintaining consistently high standards of customer service across all sites.
• Supporting the management of client complaints and challenging client situations.
• Monitoring the end-to-end client journey and identifying opportunities to improve the client experience.
• Working alongside our PHP Champions to support and champion the Pet Health Plan, helping our teams confidently communicate its benefits to clients.
• Monitoring PHP uptake and identifying opportunities to improve engagement and retention.
• Supporting consistent payment, debt-management and other reception processes.
• Sharing best practice between sites and implementing improvements.
• Working closely with Practice Managers and clinical teams to improve operational efficiency.
• Monitoring reception performance and identifying opportunities to improve both service and commercial performance.
• Providing hands-on reception support when required.

About you

We are looking for someone who is passionate about people and customer service and who enjoys making things happen. You will ideally have:

• Previous experience in a reception, customer service or team leadership role.
• Experience of managing, supervising or developing a team.
• Excellent communication and interpersonal skills.
• A confident and professional approach to dealing with clients and colleagues.
• Strong organisational and problem-solving skills.
• The ability to manage competing priorities across multiple locations.
• A genuine interest in improving the customer journey.
• Commercial awareness and an understanding of how excellent customer service contributes to practice performance.
• The confidence to coach, challenge and support colleagues.
• Good IT and administrative skills.
• The flexibility to travel between our four practice locations.

We are particularly interested in candidates who can demonstrate strong leadership and customer service experience and the ability to build excellent relationships with teams.

Why join us?

This is a fantastic opportunity to take ownership of a brand-new role and make a real difference across four veterinary practices. You will have the opportunity to:

• Build and develop a high-performing reception function.
• Make a visible difference to the client experience.
• Support and develop a team of reception professionals.
• Work collaboratively with clinical and practice teams.
• Help shape how reception operates across four sites.
• Champion our Pet Health Plan and support client retention.
• Introduce new ideas and share best practice across the practices.

If you are an experienced people leader who is passionate about customer service, team development and making a positive difference, we would love to hear from you. Please send your cv to [email protected]

Pay: £24,399.00-£25,636.00 per year

Application question(s):

• Do you drive? This job involves visiting 4 practices across Staffordshire and Cheshire.

Work Location: In person