Lead Receptionist

**Location**:
162 Dominion Road, Glenfield, Leicestershire

Hours:
Part time

Practice:
Park Vet Group Glenfield

LEAD RECEPTIONIST

Working Hours: 35 Per Week, with 1 in 4 Sunday Morning or Afternoon shift with a shift then off in the week.

Monday - 12-7

Tuesday - 8-2

Wednesday - 8-2

Thursday - 8-7

Friday 1-7

This role is situated at our Glenfield 24 hour hospital working within a team of 8 receptionists and alongside another lead receptionist to manage the team.

Company Profile:
Linnaeus Group is a vibrant, forward-thinking partnership of highly respected veterinary practices across the UK, comprising some of the best clinicians in the profession.

Linnaeus invest in quality practices who put patient care at the heart of everything they do. We are incredibly proud of each and every member of our diverse portfolio, from the UK’s most respected small animal referral centres to our selection of high quality first opinion practices.

Our Vision is: ‘To be recognised as the UK’s leading veterinary group, committed to excellence in all that we do, delivered through high quality practices who share a common ethos’.

Our Values are: Leadership with Integrity | Learning & Innovation | Lifetime Commitment to Quality Care

OVERVIEW

The Lead Receptionist is a key role in leading and empowering the front of house teams to deliver an outstanding and polished experience to our clients and visitors to the practice. It will require you to work closely with the Client Care Manager and other senior team members. An important aspect of this role is to continuously lead by example and promote positive staff morale.

MAIN PURPOSE & GOALS
- To promote a good image of our practice through high personal appearance and in communication with members of the public and work colleagues
- Be efficient, pleasant, courteous, polite, concerned and helpful to all clients, under all conditions, at all times
- Continually monitor and respond to client feedback, action any suggestions to improve our service
- Define, develop, implement and communicate our client service standard and policies and procedures to ensure optimum service is given at all times
- Assist the reception team in creating a harmonious culture in line with our values and vision
- Demonstrate positive leadership by always leading by example, motivate and boost employee morale

KEY RESPONSIBILITIES

Client Experience
- Execute good telephone techniques, keep accurate records of discussions or correspondence with clients
- Build relationships with the clients, demonstrate empathy and facilitate in delivering an excellent level of service at every touchpoint
- Be a presence within reception, lead by example by engaging with clients and their pets
- Ensure that all other staff members follow your lead in building relationships with clients
- Ensure all customer complaints are dealt with swiftly, efficiently and by the appropriate person.
- Enforce housekeeping rules, including how the reception team present themselves to customers and no eating on the front desk etc.
- Ensure staff are mindful when clients are present, conversations must be kept professional

Team relations
- Play an active role in the team by doing your share to cover any deficiency in the rota, including branches/weekends and late shifts when required
- Regularly meet with Senior team members to discuss improvements to the customer journey
- Ensure front of house teams are correctly attired and project a professional image at all times

Administration
- Prepare the reception rota for the Practice, including holiday cover
- Keep rota up to date and ensure that forward thinking is in place to cover any deficiencies such as holidays, maternity, prolonged sick leave
- Work alongside other senior team members for recruitment and interviews
- Identify and address staff training and development needs and liaise with Client Care Manager to arrange coaching where required
- Review and update protocols and procedures to adapt to the changing and improving practices
- Monitor and measure history requests and client movements

PERSON SPECIFICATION

SPECIFICATION ESSENTIAL DESIRABLE

Experience

Experience of motivating, leading and developing a team

Experience in a client care environment

Previous experience working as a lead or head receptionist

Knowledge

Handling customer complaints and issues with payments

**Qualifications**:
GCSES’ or equivalent in Math & English

Skills & Abilities

Excellent oral and written communication skills

Able to demonstrate keeping confidentiality

Have a flexible approach to work and management styles

Multi-tasking skills including ability to prioritise

Approachable with the ability to show empathy where required

Other qualities

Able to work under pressure

A team player

HEALTH & SAFETY

Ensure familiarity with the Health and Safety Policy including codes of practice and risk assessments complying with the correct procedures at all times

**Part of an amazing g