Job Description

Customer Services Executive

Location: Reading, Hybrid

Reporting to: Customer Services Manager

Salary: up to £30,000 pa, plus discretionary annual performance bonus

Work schedule: Our Customer Services department is open Monday to Friday 8am to 6pm. Your shift will be scheduled either 8am to 5pm or 9am to 6pm.

About Us:

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partner with award-winning brands including Obagi Medical, Medik8 and Jane Iredale to strategically commercialise their products in market. We currently supply over 9,000 clinics with a full range of products (Skincare, Injectables, Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.

About the role:

We’re looking for a dynamic, people-focused individual to join our Customer Services team and play a key role in delivering outstanding support across phone, email, and live chat. You’ll help create exceptional customer experiences while contributing to the continued success and growth of Healthxchange.

Requirements:

• Excellent understanding of what a great customer experience is.
• Previous experience in a Customer Support or Contact Centre environment.
• Strong organisational skills and able to work to deadlines and deliver results under pressure.
• High attention to detail with a focus on quality.
• Excellent email writing skills.
• Ability to work under pressure in a fast-paced environment, whilst being flexible and adaptable.
• Self-motivated, with the ability to work under minimal supervision.
• Excellent time management capability.
• Proven communication skills, and confident telephone manner.
• IT skill such as Microsoft Office and CRM systems (Salesforce desirable)

Responsibilities:

• Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.
• Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
• Ensure orders are processed promptly and accurately, adhering to company Standard Operating Procedures and all compliance requirements.
• Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues.
• Investigate and respond to customer complaints, providing a resolution in line with customer expectations and in line with company policies.
• Ensure customer emails, phone calls and Live Chats are responded to within agreed department response times.
• Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
• Always act as a team player, working with your colleagues to achieve department goals and objectives.
• Maintain accurate records within our customer database and CRM system.
• Support with initiatives to upsell or promote HXP’s products or services.
• Maintain an up-to-date knowledge of company products and procedures.
• Provide support with ad-hoc projects and tasks as required.

Benefits

Company pension, annual performance bonus, 23 days holiday plus bank holidays (and increasing with service), staff discount, staff social events, access to Health Assured EAP.

Healthxchange is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer, and we welcome and encourage applications from all qualified individuals regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability status, marital status, or any other legally protected status. All employment decisions are based on merit, qualifications, and business needs.