Receptionist & Clinic Administrator

Wolfe Vets is an equal opportunities employer. We celebrate diversity in all its forms and are committed to creating a meritocratic and inclusive environment for our people.

About us:

Launched in June 2020, Wolfe Vets is independently owned, with small animal veterinary hospitals based in Chiswick and Fulham.

We offer an exceptional standard of round the clock care, treatment and facilities, as well as all the routine consultations, health checks and procedures expected at a family vet. We are passionate about pets and animal welfare; we believe that pets and their owners deserve to be treated with expertise and compassion.

Our client base has grown significantly since we first opened our doors and we are delighted that our reputation for the highest standards of care, means that many new pet owners register with us every day.

The role:

This role requires a client focussed Receptionist & Clinic Administrator to work as part of our highly skilled and friendly team at Wolfe Vets. This is a varied role that would suit someone who enjoys client interaction, as well as working in a fast-paced environment.

Our reception team are vital to the success of the clinic; you are the public face of Wolfe Vets. As well as warm, empathetic and clear communication skills, you must be able to multitask when the clinic gets busy. Our clinical staff need to be kept updated on arrivals and emergencies and it is important that pet insurance claims are processed efficiently.

Role responsibilities:

• Welcoming clients and their pets to the clinic with warmth and empathy
• Acting as the first point of contact for queries over the phone or in person
• Registering new clients and booking appointments
• Ensuring appointments run to time and clinical staff are updated on arrivals, late appointments and emergencies
• Clinic administration: processing and chasing pet insurance claims
• Taking payment for treatment, retail sales and stock control in reception area
• Promoting Wolfe Vets membership and signing clients up to the relevant plan
• Ordering medication and flea and worming treatments and working with the clinical team to ensure these are dispensed in a timely manner
• Ensuring the reception area looks welcoming and inviting at all times and replenishing stock for sale
• Liaising with emotional clients on occasion and ensuring we maintain clinic standards whilst being empathetic
• On occasion and where required, using provided PPE to keep the clinic clean

Essential experience:

• Previous front of house or client facing experience
• The ability to be empathetic and kind to all of our clients and patients

Desirable experience (training can be provided):

• Familiarity with EzyVet (veterinary IT system), training can be provided in role, if necessary
• Familiarity with PetsApp (our Wellness Membership CRM system), training can be provided in role, if required

Personal qualities:

• Passionate about providing a positive, welcoming experience for every client and patient who visits the clinic
• Collaborative, you enjoy working with others
• A willingness to learn and pick up new skills
• A strong communicator, you understand the importance of keeping everyone updated
• The ability to multi-task, managing several demands simultaneously
• Flexible and adaptable to change (such as emergency arrivals)
• Kind & compassionate to pets, owners and colleagues alike
• Good humoured, you have a positive ‘can do’ attitude
• Strong attention to detail
• An ability to empathise with clients in highly emotional situations, ensuring we maintain a professional manner and still giving them the correct information they require

Hours & facilities:

40 hours a week (exclusive of a 45-minute daily lunch break).

Our reception team work between 08.00-18.45 on a rota’d basis (from time to time, occasional paid overtime may be required).

Rewards:

• Workplace pension
• Cash contributions to routine medical care and treatments (e.g.: dental appointments, opticians etc)
• Discounted pet food and veterinary services for own pets
• 25 days holiday plus bank holidays
• Loyalty scheme: Additional annual leave after two years of employment (increasing by a day a year to a maximum of 30 days per annum)
• Cyclescheme
• Competitive, market leading salary (plus paid overtime)