Head Receptionist

**Responsible to**:The Financial and Administration Manager
- Telephone answering and dealing with the client requests.
- Making appointments, attending to clients and taking payments.
- Ensuring that the reception and waiting room areas are kept clean and tidy at all times.
- Ensuring that there is adequate stock of counter sale products and that these are priced up correctly.
- Processing new clients: Ensuring a history has been obtained from their previous vet prior to their appointment, and that the client is asked to arrive 15 min before their scheduled appointment to complete a new client registration form.
- To process client food and non POM-V orders.
- To accept client insurance forms, note date accepted on the clients record and place it in the appropriate location for processing.
- To maintain the reception work list to ensure the daily, weekly and monthly jobs are completed.
- To liaise with the appropriate veterinary teams to ensure effective communications between the clients and staff concerned.
- To telephone clients for payments under the direction of the Financial and Administrations Manager.
- To ensure the diary is managed appropriately.
- To open up reception in the morning and be ready to accept the first client at 8am. Rooms should be prepared, and computer stations turned on ready to go.
- To ensure the smooth running of front of house on a daily basis.
- To receive the post and sign for any deliveries.
- To move and re book appointments where appropriate.
- To ensure client safety in the event of a fire.
- To ensure that there is appropriate staff coverage on the different shifts to enable an efficient and smooth running of front of house, including rota management.
- To ensure that reception staff are appropriately trained to the best of their abilities and in accordance with practice protocols and procedures.
- To ensure sick / absence is appropriately managed and to cover accordingly.
- To take an active role in diary management to ensure that errors and anomalies are corrected.
- Maintenance of appropriate records and general administration.
- To ensure the Practice Health and Safety Policies are upheld within the waiting and reception areas.
- To demonstrate responsibility and leadership in the running and promoting of The Veterinary Centre.
- To support the Assistant Directors and Senior management team in the effective and efficient running of the practice and to carry out any other duty or task that may be reasonably asked of you within your capabilities.
- To create and implement an accurate and efficient system that will generate vaccine reminders, Fit for life clinics and adolescent clinics.
- To also monitor the recommendations for dental work and issue further reminders as required.
- To give guidance to receptionists on how best to deal with telephone enquiries. In particular, the advice enquiries, with the aim to ultimately reduce the number of generated Vet Tasks.
- Basic HR functions including appraisals, annual reviews
- Complaint handling and dealing with feedback relevant to the reception/admin team
- Organising contractors for jobs in reception
- Dealing with IT issues, liaising with Our IT services.
- Ordering leaflets for puppy and kitten packs
- Managing the ordering and merchandising of retail stock for reception
- Regularly ensuring the reception area is updated appropriately allowing it to function smoothly
- Ensuring stationary stock for reception is available and ordering if necessary

**Job Types**: Full-time, Permanent

**Salary**: £22,588.88-£24,149.97 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Wellness programme

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Henley on Thames: reliably commute or plan to relocate before starting work (required)

Work Location: One location