Job Description

New Accounts Executive

Location: Reading, Hybrid

Reporting to: Customer Experience Director

Package: £30,000 + annual discretionary

About the Role:

The New Accounts Executive plays a key role in creating a positive first impression of Healthxchange and Clever Beauty. The role holder will manage the end-to-end new account opening process, ensuring that all required checks and administration are completed accurately, efficiently and in line with company and regulatory requirements.

Working closely with Sales, Commercial, Customer Services and Quality teams, the New Accounts Executive will act as the main point of contact for newly registered customers, delivering a white-glove welcome experience and ensuring every customer has everything they need to place their first order with confidence.

Ultimately, this role exists to convert new registrations into active, ordering customers, reducing the time from application to first order and laying the foundations for long-term, loyal customer relationships.

About Healthxchange:

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. We are the exclusive UK & Ireland distributor for brands including Obagi Medical and Epicutis, the exclusive professional channel partner for Medik8, and a long-standing partner to the leading injectables manufacturers. We supply over 10,000 clinics with a full range of products (skincare, injectables, energy-based devices) and services (software and education) to support their business needs. We are the #1 medical aesthetics distributor in the UK & Ireland and were named Distributor of the Year at the Aesthetics Awards in 2022, 2023, 2024 and 2026.

Responsibilities:

New Account Opening & Administration

• Complete all relevant checks and administration associated with new account applications, including verification of customer details, professional credentials and supporting documentation, in line with company and regulatory requirements.
• Process new account applications promptly and accurately, ensuring accounts are opened within agreed service levels.
• Maintain accurate and up-to-date customer records in Salesforce CRM, recording all customer interactions and account notes.

Customer Welcome & Onboarding

• Deliver a white-glove onboarding experience, ensuring every new customer feels welcomed and supported from their first interaction with Healthxchange and Clever Beauty.
• Act as a brand ambassador, positively promoting Healthxchange and Clever Beauty at every opportunity.
• Proactively contact all new customers by phone and/or email to welcome them, introduce our products and services, and confirm they have everything they need to place their first order.
• Act as the first point of contact for new customers, responding to account-related calls and emails promptly, professionally and in line with service standards.

Registration Follow-Up & First Order Conversion

• Monitor incomplete account registrations and proactively follow up with customers, guiding them through any outstanding steps to complete their application.
• Drive first order success by engaging with newly opened accounts that have not yet ordered, identifying and removing any barriers to purchase.
• Identify opportunities to increase product adoption and refer qualified leads to the Sales teams.
• Support the customer with using ePharmacy/Clever Beauty website to place their orders.

Stakeholder Collaboration

• Liaise with internal teams, including Sales, Commercial, Customer Services and Quality, to ensure a smooth and joined-up onboarding journey for new customers.
• Escalate account queries or compliance concerns to the relevant team where required, ensuring timely resolution.
• Identify opportunities for skin-care and injects and share with sales and commercial teams for follow up.
• Share customer feedback and insights from the onboarding process to help improve the new customer experience.

Continuous Improvement

• Contribute to the development and review of new account procedures, templates and knowledge articles.
• Maintain up-to-date knowledge of company products, policies and procedures.
• Work collaboratively as part of the wider Customer Experience team to achieve department goals and objectives.
• Support ad-hoc projects and tasks as required.

Requirements:

Essential:

• Experience in a customer service, account administration or onboarding role, ideally within a B2B, healthcare or regulated environment.
• Excellent attention to detail, with the ability to complete checks and administration accurately and to deadline.
• Excellent written and verbal communication skills, with a confident and friendly telephone manner.
• A customer-first mindset, with a genuine passion for delivering an exceptional, white-glove experience.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities at once.
• A proactive and persistent approach to following up, with the confidence to engage customers and encourage them to take action.
• Ability to build effective working relationships with colleagues across multiple departments.
• Working knowledge of Salesforce CRM (or a similar CRM system) and Microsoft Office, particularly Outlook and Excel.

Desirable:

• Knowledge of the medical aesthetics or healthcare sector.

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, Birthday Off Perk.

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.