Receptionist

Job Purpose

To be the first point of contact for clients and carry out a range of reception and administration duties to support the clinical, nursing, and administrative staff of the University of Glasgow Pet Practice.

Responsibilities

1. Communicate with clients and referral vets via email, over the phone and in person. Answering queries, checking patients in/out and processing payments.
2. Greeting clients and their pets, explaining the hospital's policies and procedures, while displaying empathy, tact and diplomacy at all times.
3. Scheduling appointments and dealing with emergencies efficiently and professionally, ensuring that defined protocols are followed to ensure consistency of service.
4. Working a busy switchboard; transferring calls to the relevant person or department, making appointments over the phone, obtaining relevant information for emergency referrals.
5. Daily use of all Microsoft Office software, practice management system and Zoom calls/messaging.
6. Processing and handling of cheques, cash and credit cards in relation to client and insurance payments.
7. Ensure that balances are settled as promptly as possible. Completing insurance forms and maintain insurance database.
8. Use of initiative and judgement to resolve queries/problems independently with clients and/or insurance companies.
9. Assist in the training of new staff and trainee veterinary nurses with regards to both reception and insurance standard protocols.

Knowledge, Qualifications, Skills and Experience Knowledge/Qualifications Essential

• A1 SCQF level 4 or equivalent work related experience
• A2 Knowledge of Microsoft Office software

Desirable

• B1 Knowledge of Veterinary/Medical terminology

Skills Essential

• C1 Accuracy and attention to detail
• C2 Excellent IT, numeracy, and literacy skills
• C3 Use of initiative and judgement to resolve problems independently and the ability to prioritise a busy workload
• C4 Excellent organisational skills
• C5 High standard of written and verbal communication skills
• C6 Ability to work as part of a team

Experience Essential

• E1 Relevant experience in a similar customer facing role, such as hospitality, retail or call centre.
• E2 Proven record of working in a fast paced environment

Desirable

• F1 Previous experience of working in a doctor, dentist, or veterinary surgery practice
• F2 Experience with handling insurance claims
• F3 Familiarity with working a busy switchboard
• F4 Cash handling experience

Terms and Conditions

• Salary will be Grade 4, £25,804 - £27,319 per annum.
• This post is full time (Monday to Saturday) and fixed term to cover leave for up to 6 months or until the post holder returns.
• As a valued member of our team, you can expect:
  • A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
  • An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension handbook and benefits and discount packages.
  • A flexible approach to working.
  • A commitment to support your health and wellbeing, including a free 6 month UofG Sport membership for all new staff joining the University
• 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
• We endorse the principles of Athena Swan 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 for more information.
• Closing date: 23:45 on Monday 27th July 2026