Senior Receptionist

Description:

This role is based in our flagship London Victoria hospital and supports our Reception Manager leading and managing a team of Receptionists and volunteers in our front of house roles.

Our Reception team plays a vital role in the delivery of our services, ensuring the best possible outcomes for our patients and their owners by providing exceptional customer service. As the first point of contact, the front-of-house team is integral to building relationships with clients, their pets, and all members of the veterinary teams. Senior Receptionists share responsibility for the day-to-day management of the front-of-house team and ensuring the quality and standard of service delivered.

This is a full-time role of 42 hours per week on a rota basis covering weekends, evenings and late shifts and bank holidays. Due to the nature of the work of Blue Cross, and this post, it may be necessary to exceed these hours when the workload demands.

If you excel in an environment where you can see the difference you make every day, then this is the role for you!

About you

The ideal candidate for this role is someone passionate about delivering exceptional customer service and has experience in supervising, coaching, and mentoring team members. You will thrive in a leadership position, enjoying the opportunity to support and inspire your team, empowering them to reach their full potential in their roles.

This role demands a natural leader with the ability to foster a collaborative environment and make informed, impactful decisions that contribute to both team and organisational success. Working in an animal hospital requires resilience and emotional intelligence, as you will occasionally support clients who may be distressed or upset. Therefore, the ability to remain calm under pressure, adapt quickly, and re-prioritize tasks as needed is essential.

You will demonstrate empathy, emotional intelligence, and strong communication skills, adapting to the unique needs of each client in a fast-paced and sometimes emotionally charged setting. Your confidence, calm demeanour, and problem-solving skills will be key in resolving client and staff queries quickly and amicably, ensuring a positive experience for all.

Knowledge, skills, and experience

· Significant experience of working in a busy customer service role

· Experience of supervising team members and/or coaching and mentoring

· Strong communication skills, both written and verbal

· Previous experience of dealing with customer complaints

· Experience of financial management (cashing up/reconciliation)

· IT literate with MS Office and web-based databases and platforms

· The ability to demonstrate, understand and apply our Blue Cross values

Desirable qualifications, skills, and experience

· Experience of line managing a team and individual performance in a high-pressure environment

· Experience of monitoring output and developing continuous improvement ideas

· Experience in recruiting and training new team members

· Previous experience in organising rotas and cover at short notice

· Experience of using computer-based appointment booking and payment systems

Want to know more detail? Great! We have attached the job description which hopefully gives you everything you need.