Job Description

Sore Paws Veterinary Clinic is an independent family run practice that prides itself on "blending modern medicine, with old fashioned care". We always aim to practice up to date, evidence-based clinical medical and surgical treatments, without compromising the small and intimate 'village vet' feel. We strive to provide all our clients and patients with a high standard of clinical care and excellent customer service, without compromising on our professional integrity. We appreciate the continued success of Sore Paws is maintained by the hard work of our dedicated and knowledgeable team members, and it is our mission to take care of them and support them throughout their time with us.

Our Reception team are the first impression of Sore Paws to our clients and patients, who should always be welcomed in a warm, courteous, and professional manner. Exceptional customer service, people skills, and empathy are vital within this role. Our Receptionists must have the ability to provide excellent client care both face-to-face and via telephone and email, and able to perform under pressure and complete administrative tasks in good time with positive outcomes. Multi-tasking is fundamental, as our Reception team are the heartbeat of our business, co-ordinating between departments to ensure the smooth daily running of Sore Paws Veterinary Clinic.

The Role:

This role is located at our Winlaton, Tyne and Wear Veterinary Clinic.

38 hours per week, spread across 4 days with a set day off each week.

Daily Duties:

Customer Service: Provide a high standard of customer service to every visitor within the practice. Welcoming all clients and patients into the practice, addressing any queries and resolving any problems swiftly with diplomacy. Telephone and Email: Managing all email correspondence, answering phone calls promptly and courteously, addressing all queries. Appointments: Scheduling appointments, maintaining the appointment diary, assisting with patient admissions and discharges, providing a high standard of care. Medication: As advised by the Vets, preparing and dispensing prescriptions, providing clear handover instructions to clients, reordering medications and keeping an accurate stock take. Information Handling: Gathering and verifying pet and owner information, updating the system with correct client and patient information in line with GDPR, and maintaining patient records. Selling: Encouraging retail sales, sharing the benefits of our Practice Health Plan to all new and existing clients. Our Practice Health Plan is a monthly subscription service, which aims to save our clients money, whilst providing their pets with adequate preventative health care. Cash Handling: Processing payments throughout the day, closing down the till at end of day. Maintenance: General cleaning, in particular the waiting room and reception area. Communication: Liaise between all the teams within the practice to ensure effective lines of communication at all times in terms of delivering exceptional client and patient care.

Equipment Maintenance

Safely trained in the use of all necessary equipment relevant to the role. Ensure the maintenance and care of equipment is adhered to a high standard, and report any breakdowns or faults immediately. Ensure that records of service contracts and equipment manuals are safely kept. Full working instructions should be created if required, and regularly reviewed.

Administration

Be responsive to communications from other team members. Check e-mails and messages at least daily and respond/action as required. Complete required GDPR training, and ensure all administration tasks are compliant with GDPR policy. Produce written communications and reports as required.

Health and Safety

Ensure full awareness of all Health and Safety policies and procedures. Address any Health and Safety issues noticed or reported as a matter of urgency. Work alongside the Company Directors, Branch Manager and HR, to ensure all Health and Safety policies and procedures are adhered to and all relevant documentation is in date:
o Risk Assessments; these should be read and updated annually. Any additional risk should be noted and added to the risk assessment file.

o Fire Safety; these should be read and updated annually. All fire safety procedures should be checked and updated accordingly.

o Report all accidents or incidents promptly, ensuring the correct process has been followed.

Personal Development

Demonstrate a commitment to Continuing Professional Development (CPD) and training within your role, and create a Personal Development Plan (PDP) with key focuses relating to your role. Promptly complete all required in-house training. Participate in external CPD appropriate to your role, and support the veterinary team in requesting and participating in external CPD.

Be a Sore Paws Ambassador

Embody the Company Core Values and culture and provide an excellent standard of service to all our patients and clients. Promote our services, personnel, and products both within and outside the practice. Ensure understanding of all relevant practice policies and procedures, and contribute to the implementation, promotion and training of all policies and procedures.

Benefits package:

14.00 per hour 4 day work week 6 working weeks annual leave plus bank holidays (pro-rata) Additional annual leave based on continuous service Company Pension Access to the UK's leading Employee Assistance Programme (3rd Party Professional Mental Health support) Access to Bright Exchange*, an online marketplace that offers free employee perks and discounts
Sore Paws Veterinary Clinic discounted products and services Continuing Professional Development (CPD) paid by the company following approval. Your birthday off every year if it falls on a working day Cycle to Work scheme

Person Specification

Essential

Receptionist - 1 Year (Required) Customer Service - 1 Year (required) GCSE or equivalent Exceptional customer service and interpersonal skills Excellent written and verbal communication skills, and strong ICT skills Self-motivated and highly organised, capable of working on individual tasks, as well as solid multi-tasking capabilities Amiable and approachable nature

Desirable

Veterinary Receptionist - 1 Year (Preferred) Experience within a Veterinary practice, or similar environment Experience with Veterinary software Knowledge of Veterinary practices and terminology Animal care skills
Job Types: Full-time, Permanent

Pay: 14.00 per hour

Benefits:

Additional leave Company events Company pension Cycle to work scheme Employee discount Health & wellbeing programme On-site parking Sick pay
Work Location: In person

Application deadline: 01/08/2025