About the role

Langford Vets is delighted to offer an exciting opportunity within our Client Services team for an experienced, professional, and dynamic individual with a strong customer focus, keen to thrive in a busy and fast-paced Small Animal Veterinary Referral Hospital.

The Hospital is based at Langford and operates 24/7 where we provide support to first opinion vet practices by offering specialist clinics including Neurology, Soft Tissue Surgery, Medicine and Emergency Care among a few.

The role will involve supporting these activities by providing a first-rate customer and administrative service to our clients and clinicians.

You will be part of large interactive team and responsibilities will include appointment bookings, telephony services, administrative task, taking payments and ensuring our clients and their pets are well supported.

The ideal candidate will have a flexible approach to work, be confident in communicating clearly, have a professional, friendly and caring approach along with a positive "can do" attitude., they will be a highly organised team player who is able to multitask while working in a busy environment.

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: 15th July 2025
Interviews are expected to take place from 23rd-25th July 2025

Responsibilities

Job purpose

Job Title: Client Services Administrator

Reports To: Client Services Lead

Job Purpose:

The post holder will be expected to provide first class customer service and provide secretarial, administrative support to Langford Vets staff and clinicians within the Small Animal Referral Hospital.

The post holder will also be responsible for the smooth and efficient administration of the Small Animal Hospital reception area and its procedures in support of the clinical activities. They will ensure that excellent lines of communication are fostered between referring veterinary surgeons, clients, pet owners, Langford Vets and University staff whilst maintaining a professional, friendly, and welcoming persona.

Principal Accountabilities: These lists are 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. Some of the tasks will include:

1. Front of house reception work

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

2. 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.

3. 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 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

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 skills	Minimum of 3 years’ experience in a customer focused role
Good numerical and literacy skills	Previous experience in a veterinary environment
Advanced word processing skills, including the use of Microsoft Word	RSA or Pitman’s Advanced Typewriting or Word Processing formal qualification
Education to a good GCSE level or equivalent to include English and preferably maths
Relevant training as a telephonist or receptionist
Team player
Excellent communication skills
Excellent customer interaction, both verbally and in person
Able to show empathy
Be available to cover reception between 08:00 and 18:00 weekdays and 09.00 and 16.00 Saturdays and Sundays.
To have the flexibility to provide emergency cover on occasions.