Veterinary Receptionist Supervisor

Veterinary Receptionist Supervisor, Two By Two Veterinary Centre, North London

Contract: Permanent

Hours:Full time, 37.5 hours over 5 days per week

Usual early shift 8:30am start at Finchley

Some late shifts until 7pm on a rota basis

1 in 4 Sundays 10am-2pm

No Saturdays, no Bank Holidays, no out of hours

Location: Primarily based at Two By Two Veterinary Centre, 178-180 Long Lane, Finchley, London N3 2RA with occasional work at our Alexandra Palace branch

Salary: £29,000–£31,000 per annum, depending on experience

Reports to: Business Manager

Responsible for: Receptionists x 3

About Two By Two Veterinary Centre

Two By Two Veterinary Centre is an independent veterinary practice serving the North London community from our Finchley and Alexandra Palace branches.

We pride ourselves on providing friendly, compassionate and individually tailored care to cats, dogs, small furry and exotic animals, supported by a professional and approachable team.

We are looking for an experienced veterinary reception professional to take a hands‑on supervisory role within our reception team and help us maintain high and consistent standards across both practices.

About the role

This is a hands‑on role combining normal reception and client care duties with responsibility for coordinating and supporting our small reception team.

The Reception Supervisor will take ownership of the smooth day-to-day running of reception, help colleagues resolve routine issues independently and act as the first internal point of escalation for everyday client and operational queries. You will provide day-to-day line management, leadership and support to the reception team across both practices.

The role is intended for someone who enjoys taking responsibility, supporting colleagues and improving the way things work, while remaining actively involved in day-to-day reception.

Strategic decisions, formal HR matters and serious or complex complaints remain the responsibility of the Business Manager and Director.

Key responsibilities

• General reception and client care duties.
• Lead and coordinate the day-to-day rotas and work of the reception, delegating jobs.
• Support, guide and train reception staff in agreed procedures and client-service standards, including adhering to clinical triage protocols.
• Oversee key reception processes including appointment management, payments and cashing up, pricing, administrative follow-up and client communication. Act as the first internal escalation point for routine client enquiries and reception queries.
• Monitor completion and quality of important reception tasks including communications by phone, email, app and in-person, and address routine issues before they require management involvement.
• Maintain and improve reception procedures, helping the team work consistently and efficiently as the business grows.
• Identify recurring operational issues and suggest practical improvements, aiming for excellent customer service.
• Contribute to reception and wider practice meetings and hold regular monthly personal development meetings with staff. Escalate significant staffing, performance, financial or client issues appropriately to the Business Manager.
• Ensure supplies of stationery, cleaning products, and computer equipment.
• Ensure staff handle client personal data, financial records and confidential practice information securely and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the practice’s confidentiality and data protection policies.

About you

• Has substantial veterinary reception experience.
• Has previous experience supervising colleagues or in a senior front-of-house role and can guide colleagues constructively and maintain agreed standards.
• Is friendly and welcoming and provides excellent customer care.
• Has an excellent standard of business English and communicates professionally with clients verbally and in writing, including in sensitive or challenging situations, with a focus on resolving concerns appropriately and maintaining strong client relationships.
• Is organised, reliable and comfortable taking responsibility for day-to-day priorities.
• Is tech-savvy and confident using and learning business computer systems and handling routine financial administration.
• Is comfortable working around animals.
• Is interested in taking the initiative to improve systems and processes.
• Has the existing right to work in the UK and lives within reasonable commutable distance.

Qualifications and Education

• GCSEs including Maths and English A-C/9-4
• Preferably hold A-Levels, or equivalent Level 3 qualifications in the industry or customer service, business or hospitality to demonstrate the advanced administrative, numerical, and communication skills required for this supervisory role.
• 22 days annual leave plus eight bank holidays
• Day off for your birthday
• Bupa Employee Assistance Programme
• Discounted veterinary care for your pets

Deadline for applications: Applications will be considered on a rolling basis, all applications must be received by Monday 23 November at 5pm

Interview dates: Tuesday 24 November / Tuesday 1 December

Zero-Tolerance Policy: We operate a strict zero-tolerance policy for verbal abuse, racism, antisemitism, and any form of discrimination or harassment.