**Please note that this vacancy is only open to current reception staff at the Small Animal Hospital**

Please Note: The University would consider a secondment opportunity for this post. Applicants should seek clearance for release for secondment from their employers / line manager before making a formal application.

Job Purpose

To proactively oversee and supervise the day-to-day operations of the reception team based at the Small Animal Hospital. As the first point of contact for internal and external contacts, you will ensure the delivery of a consistently high standard of customer service. You will lead and support a dedicated reception team while also undertaking a range of reception and administrative duties. You will work closely with clinical, nursing, and administrative staff to provide essential support and contribute to the smooth and efficient running of the hospital.

Main Duties and Responsibilities

1.  To oversee and manage the appointment scheduling and invoicing for Medicine cases and other areas as appropriate, ensuring accuracy and efficiency.

2.  Act as main point of contact to ensure an effective and efficient service is delivered while providing clear advice to colleagues on client responses and correct appointment administration.

3.  Coordinate reception operations with other hospital departments to ensure the smooth running of the booking process for Clinicians and clients .

4.  Establish short-term priorities and develop weekly work schedules to drive operational efficiency, proactively planning and coordinating activities while monitoring progress and performance to ensure goals are met.

5.  Contribute to a culture of continuous improvement by leading on service improvements and implementing new processes and operational activities to enhance quality of service. This will include providing training and support to other reception staff to build capability and maintain consistent service standards in this area

6.  Deliver training and induction for new team members, ensuring they are effectively onboarded and supported in developing the skills and knowledge required to maintain high standards of reception

7.   Assist in the recruitment and selection process, including participating in interviews and supporting of the appointment of new staff members.

8.   Lead workforce planning efforts including rota development and forecasting staffing needs; maintain accurate documentation, prepare standard reports, and ensure compliance with operational procedures.

9.   Apply diagnostic and problem-solving skills to resolve complex client service issues independently, escalating where appropriate

10.  Accurately process and reconcile daily payments, financial transactions and change ordering in accordance with organisational guidelines and process.

11.  Organise and facilitate regular team meetings to provide operational updates, challenges, and improvements, while foster a collaborative and supportive work environment.

12.  To proactively monitor and review service quality and customer satisfaction, identifying trends and implementing improvements to ensure high quality standards continue to be delivered.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. OR Scottish Credit and Qualification Framework level 7 (Advanced Higher, SVQ 3, HNC or equivalent).

Desirable

B1 Knowledge and expertise of the workings of a veterinary hospital, preferably with a referral basis.

B2 Knowledge of Veterinary/Medical terminology

Skills

Essential

C1 Ability to supervise and collaborate effectively within a team.

C2 Proven ability to consider innovative ways to improve client experience

C3 Use of initiative and judgement to resolve issues and make informed decisions effectively.

C4 Excellent organisational skills.

C5 Ability to communicate clearly orally and in writing to ensure effective reporting and customer service

C6 Accuracy and attention to detail.

C7 Strong knowledge of IT systems and data analysis skills, and a high level of numeracy.

Experience

Essential

E1 Proven experience supervising a team within a fast-paced, customer-focused environment, providing day-to-day guidance and support to ensure high levels of service delivery and team performance.

E2 experience in handling customer complaints with professionalism, delivering appropriate and timely resolutions while maintaining a high standard of service and ensuring customer satisfaction

E3 Experience in delivering training and onboarding for new staff, ensuring they are equipped with the knowledge and skills required to perform effectively, and supporting ongoing development to maintain service quality.

E4 Proven experience in maintaining staff rotas and forecasting future reception needs

Desirable

F1 Previous experience processing insurance forms.

F2 Prior background working in a veterinary reception.

F3 Experience in developing and delivering training programs for staff members, with a focus on enhancing skills, knowledge, and performance

Terms and Conditions

Salary will be Grade 5, £28,031 - £31,236 per annum.

This post is full time and fixed term for up to 12 months.

Working hours are 8-hour shifts (1-hour unpaid lunch) between 8am to 6pm Monday to Friday.

The University would consider a secondment opportunity for this post. Applicants should seek clearance for release for secondment from their employers / line manager before making a formal application.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.

Closing date: 23:45 on Wednesday 4th March 2026