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Veterinary Reception Manager

Blacks Vets
Dudley, United Kingdom
£30,000 per annum
Closing date
11 Dec 2023

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Job Type
Contract Type
Full Time

Job Details

Veterinary Reception Manager

Salary: £30,000 per annum

Location:Blacks Veterinary Practice, Dudley

Job Type: Permanent, Full -time

Hours: 37.5 hours per week

Blacks Veterinary Practice have an exciting opportunity for an enthusiastic and experienced Reception Manager to join our award-winning team.

The Reception team Manager is responsible for the client and team experience inspired and delivered by the Client & Pet Care Advisor Team across the Blacks Vets group.

A strong communicator, this role leads by example. Ensures every member of the team has complete clarity of role together with the skills, and competencies to set new standards of excellence in their touch points of the client experience.

Your role and responsibilities
  • Leading a team of Client & Pet Care Advisors
  • Promote team well being
  • Organising rotas efficiently and effectively
  • Provide training and support on complaint handling for reception
  • Ensuring optimum customer service levels are always delivered
  • Monitoring and responding to client complaints
  • Answering phones and booking appointments on our PMS
  • Designing, developing, implementing and communicating to our client service standards and procedures
  • Implement and input to practice protocols and ensure compliance, identifying opportunities for improvement where appropriate.
  • Ensuring compliance and management of CPCA team
  • To control the reception budget by managing additional hours and supplying data as required​
  • Drive growth of new business by identifying opportunities to win new clients
  • Ensure all CPCAs are clear, competent, confident, and capable of delivering their Job Description in full consistently, including demonstrating defined behaviours required for the successful delivery of the role .
  • To manage cover as required across the CPCA team
  • Become an expert in the CPCA role , continually assessing realistic deliverables, suggesting ideas for continuous improvement
  • Work with the SLT to drive positive customer experiences
  • Recruitment of reception team in conjunction with the Practice Manager and where appropriate performance manage
  • Maintain CPCA induction s and development plan across the business and update accordingly
  • Monitor and coach your team through training, tools and other resources to empower and develop, maximising their potential
  • Follow business protocols and policies with the support of the Practice Manager
  • Support the Practice Manager with the ethical requirements of a veterinary practice. Be familiar with the RCVS guide to professional conduct .
  • Support the Practice Manager and wider team to live and breath the RCVS practice standards on a day to day basis.
  • I dentify and deliver opportunities for best practice in each area , at each surgery for all CPCA's .
  • G ive feedback with progress and improve where required

Experience required:
  • Management experience essential
  • Experience within the Veterinary industry would be an advantage but not essential

  • 5 weeks holiday + bank holidays + Birthday Leave
  • Career progression opportunities
  • Staff discount schemes
  • Life Assurance
  • Enhanced sickness pay
  • Enhanced equal family leave
  • Recruitment referral reward scheme
  • Employer contribution pension scheme
  • Wellness program including:
    • Employee assistance program
    • Eyecare voucher scheme
    • Free annual Flu jab
    • Cycle to work scheme

About us

Blacks Vets are an award winning practice, independently voted twice as 'Best UK Vet', 'Practice of the Year' and winning the RCVS 'Wellbeing and Client Service' award 2018 and 'Best Place to Work' 2019. We were also featured on Channel 4's The Interview and BBC2 Me and My Dog.

We know we are only as good as the people we employ and that is why everyone who joins us has been carefully selected because of the special qualities they can bring to our team.

With over 50 years experience, we pride ourselves on being family vets for family pets. We have constantly pushed the boundaries on delivering the highest pet care through the calibre and qualifications of our Vets and Nurses and through the friendliness and professionalism of our Client Care teams.

Big enough to offer award-winning care, facilities and expertise for the Black Country's much-loved pets. Small enough to care for client and employees alike treating them as unique individuals - family matters to us.

If you would like to apply for this role, please click the Apply Button or for more information, please feel free to reach out directly to Sarah Lewis


Our highly qualified veterinary team brings a diverse range of skills and certified areas of expertise . We regularly accept referrals from across the Midlands for Dermatology, Cardiology, Soft Tissue and Orthopaedic cases.

We are thrilled to have been awarded the title of 'Best Place to Work' at the Express and Star's Business Awards 2019. We have the Blacks staff family at the very centre of what we do and have dedicated a lot of time and investment to make ours a fantastic place to work. But don't just take our word for it... what do the members of the Blacks Family really think about working with us?

Pet Plan Vet of the Year Finalist

Clinical Director, Dr. Brian Hogan was a finalist for the Pet Plan Vet of the Year Award 2019. Voted for by clients and colleagues, this is a National award scheme hosted by insurance company, Pet Plan, to recognise outstanding service to the veterinary industry. Dr Hogan was one of three finalists and we could not be prouder that his incredible veterinary work, role as a mentor and Partner and his general positive influence on our family is being acknowledged on such a broad platform!

Workplace Wellbeing Award

We were delighted to pick up the Black Country Chamber of Commerce's award for Workplace Wellbeing at their recent prestigious awards ceremony. This award has special meaning to us as our team’s wellbeing is at the very heart of our operation. Over the course of the last 18 months we have invested heavily in facilities and systems that help support, nurture and develop our team members at whatever point they are in their career. It is brilliant that our passion for the wellbeing of our team has been recognised by independent judges, plus it was fantastic to hear compare comedian Milton Jones call out our name TWICE as we won TWO of the ten categories on the night; also picking up the award for Customer Commitment.

Company info
01384 252509
50A Hall Street
West Midlands
United Kingdom

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