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We are seeking experienced, professional, and dynamic customer care-focused people who are also interested in working around animals to join our reception team in our Small Animal Referral Hospital. We have a full-time maternity position available. The role will be Monday – Friday which may include weekend working (Saturday or Sunday 9-4pm), but the ability to be flexible will be required.

This is a specialised veterinary hospital taking cases from first opinion veterinary practices with patients requiring advanced and specialised treatment, procedures, and care. This is a busy hospital and can be highly pressured at times, dealing with emergencies, urgent and chronic cases.

The ideal candidate will be passionate about delivering fantastic customer service while working in a busy environment, want to progress and develop into leadership. You must be flexible with working hours, have an interest in leading and mentoring other team members, while always ensuring a strong working ethos of flexibility and professionalism. You will also have a compassionate, diligent, and hard-working attitude, good organisational and communication skills, be able to work well within a team and be self-motivated while motivating others.

The role also includes supporting the team when required by answering the telephones, contacting clinicians, taking appointments, and managing the online referral process for veterinary practices. It also involves meeting and greeting clients and patients and maintaining and updating administration duties, such as dealing with insurance claims and taking payments. Liaising with the clinical team about new and ongoing referrals, updating clients on patient status, sending welcome packs and discharge notes.

Experience of having worked in a veterinary environment would be an asset but not essential. Full training and support will be provided.

Benefits and wellbeing

Our people are at the heart of what we do and as your employer we want to ensure we offer flexibility, support and staff development, where possible, through:

Time off
- 5 weeks holiday per year (plus bank holidays)
- Additional holiday entitlement for Long Service

Wellbeing
- On site Mental Wellbeing Champions
- EDI committee
- Employee Forum – to ensure all employees voices can be heard
- Menopause Café
- Wellbeing talks and events
- Cycle to work scheme
- Family friendly policies, including enhanced maternity and paternity pay (after 2 years’ service)

Health
- SimplyHealth Cashplan membership
- Free annual flu vaccination
- Free Specsavers eye test voucher

General
- Free onsite parking
- U2 bus service link to Bristol
- Annual CPD allowance
- Employee discount
- Generous pension scheme – we match up to 8% pension contributions
- Reimbursement of one professional membership fee per year

How to apply

If this role sounds like the right fit for you, don’t delay, click ‘Apply’ and begin your career with Langford Vets.

Closing date for this role is: Friday 27th March 2026 (applications may close early if we receive a high volume)

Interview dates: First two weeks of April

Responsibilities

Job purpose

Job Title: Senior Client Service Administrator

Reports To: Client Services Lead

Job Purpose:

The post holder will be expected to provide first class client support to all services within the referral hospital, they will liaise closely with the Client Services Lead and SAH Operations Manager to ensure their teams are working efficiently and to the high standards set. They will be responsible, providing one to ones, as well as being the first point of contact for any issues, staff training and mentoring. They will be supported by the Client Services Lead.

The role holder must have an outgoing and confident personality who is able to operate at all levels - a pro-active self-starter who can set and achieve goals. Must be able to adapt to changes within the growing Small Animal Referral Hospital, who can lead by example, handle pressure, be organised and able to prioritise. the post holder must be able to step up and be responsible for leading the team and ensuring continued smooth running of the Client Services Team.

To ensure a friendly and welcoming environment for all our clients and effective and smooth running of all the services within a culture of continuous improvement.

There will be a need to ensure that emergency cover is provided.

Principle Accountabilities: The list is not exhaustive but include the main tasks:

To ensure a friendly and welcoming environment for all our clients and effective and smooth running of all the services.

Support the Client Service Lead, motivating, supporting and leading the Client Service Administrative team.

Daily supervising responsibilities of a small team. This will include managing Rota requirements, ensuring cover is in place for the main areas of service. Overseeing the daily running of the reception and one to ones– Support will be provided for these activities.

You will also be responsible for ensuring the following tasks are administrated and will at times have to step in and provide practical help to achieve these tasks.

Front of house reception work – ensuring your teams cover the following tasks and assisting where necessary.

To meet and greet clients, visitors, students, delivery drivers etc who come to the Small Animal referral hospital.
To ensure that the reception and waiting room area is maintained in a clean and tidy state, that all magazines are current, the video monitor is on for viewing and that the coffee machine is adequately stocked and cleaned out daily.
To book in appointments as requested including revisits.
To take payments and assist clients with insurance form completions.
To liaise clearly and appropriately with clinicians regarding their clients or visitors.
To ensure that all client information is correct.
To deal with any problems that arise for all visitors into the reception area.
To be responsible for the daily cash reconciliation, and secure safekeeping of all monies

Telephone answering

To receive calls in a pleasant and friendly manner, to deal with each request or redirect where appropriate.
To take advice calls and forward to the relevant clinician or to take a message and ensure that the request is actioned.
To take requests for appointments and book as necessary ensuring that each client then receives a welcome pack and that referring veterinary surgeons are informed of the appointment time.
To contact referring veterinary surgeons and clients as requested.
To handle a wide range of queries and action as appropriate.

Administrative tasks

To manage the booking system and ensure all referrals are checked by a clinician and booked in the appropriate slot.
To manage and maintain the x-ray referral service ensuring that requests are dealt with appropriately and to send out reports within 24 hrs.
To scan documents onto EzyVet (hospital computer system)
To maintain the equipment within the area (photocopier and scanners)
To monitor and manage the email mail box and deal with requests as appropriate.
To manage and action Clinician and Service planners to support the relevant services. To order stationery and other relevant items as requested.
To ensure the website for the SAH and other Langford services is current and holds the correct information.
To liaise with clients about returning ashes of deceased pets.
Proactively identify and act upon opportunities for business improvement. Openly identify and discuss problems in order to implement and sustain improvements that increase the value we deliver to our, clients, employees, and students.
All staff will be expected to undertake such other appropriate tasks as may be assigned from time to time

Training, Mentoring and management tasks

Support the Client Services Lead to ensure adequate reception cover and organising timetables for efficient working practice.
Ensure staff are supported and training kept up to date.
Ensure Service Level agreements are adhered and up to date.
Understand and promote the company in a positive way, be aware of the organisation’s missions and aims.
Champion the Continuous Improvement (CI) culture and collective message of what we want to achieve and why. Proactively identify and act upon opportunities for business improvement. Encourage and support CI and problem solving within your teams. Remove constraints and be available to provide guidance, advice, and support.

All staff will be expected to undertake such other appropriate tasks as may be assigned from time to time.

Person Specification

The skills, abilities, experience and knowledge outlined below provide a summary of what is required to carry out this job effectively.

Essential	Desirable
Excellent organisational and delegation skills	Knowledge of medical terminology
Good forward planning skills	Excellent word processing skills evidenced by EDCL word-processing qualification or equivalent
Good problem solving and decision making	Previous experience in a veterinary environment
Good numerical and literacy skills.
High level of computer skills, including the use of Microsoft office
Minimum of three years reception, admin or Customer Service experience
Flexible approach to work
Education to GCSE level or equivalent to include English and maths
Excellent communication and motivation skills
Good team player
Good Mentoring skills
Excellent customer interactions, both on the telephone and in person
Able to show empathy
Be available to cover reception between 08:00 and 19:00 weekdays and 09.00 and 16.00 Saturdays and Sunday.
To have the flexibility to provide emergency cover when required.