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 Small Animal Hospital.

Main Duties and Responsibilities

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



    A1 SCQF level 4 or equivalent work-related experience

    A2 Knowledge of Microsoft Office software


    B1 Knowledge of Veterinary/Medical terminology



    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



    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


    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, £22,681 - £25,138 per annum pro rata.

    This post is part-time (14 hours per week, Saturday and Sunday), and open ended.

    You will be required to work some public holidays (including days over Christmas and New Year). You will get paid for the public holiday hours you work and they will also be added to your holiday allowance. This will be done on a rota basis.

    As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

    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., 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.

    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.

    We endorse the principles of Athena Swan https: // www. 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. for more information.

    Vacancy Ref : 141031 Close Date : 10-Apr-2024 23:45

    Job details




    University of Glassgow


    United Kingdom


    March 28, 2024

    Application deadline

    April 10, 2024

    Job type




    About the employer

    The University of Glasgow was established in the year 1451 by papal bull. It is among the 4th ancient universities in Scotland and the fourth-oldest university in the USA. It was a part of the Scottish Enlightenment along with Edinburg, St. Andrews, and Aberdeen during the 18th century. Among the ancient universities in the UK, the University of Glasgow is one of the eight institutions that award undergraduate and graduate degrees in popular disciplines. The university comprises four colleges that include the College of Science & Engineering, College of Arts, College of Medical, Veterinary & Life Sciences, and College of Social Sciences.

    The university is spread over different campuses. The main campus is the Gilmorehill campus situated in Hillhead. The campus in the Garscube Estate in Bearsden houses the Veterinary School and sports facilities of the university and Dental school, the medical section is taken care of at Gartnavel Royal Hospital located on Great Western Road. Moreover, the Crichton campus and the teaching center at the Queen Elizabeth University Hospital in Dumfries are jointly operated by the Open University, the University of the West of Scotland, and the University of Glasgow.

    The University of Glasgow has 30,000 undergraduate and postgraduate students from over 140 countries worldwide. It is a major employer in the city of Glasgow with more than 8,000 staff, including more than 3,400 research and teaching staff. The university is a member of the prestigious Russell Group of leading UK research universities

    The university has introduced the World-Changing Alumni award for celebrating the excellent performance of the notable alumni. The winners include Susanne Mitschke in 2017 and Matt Fountain in 2016. Some of the other notable alumni who are now being recognized by the world include the three Prime Ministers namely Bonar Law, Sir Henry Campbell-Bannerman, and William Lamb.

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