Customer Services Executive

Location: Reading, WFH 2 days/week

Reporting to: Customer Service Manager

Salary: £26,000-30,000 pa, plus annual performance bonus

Work schedule:

Our Customer Services department is open Monday to Friday 8am to 6pm and Saturday from 10am to 5pm.

Saturdays are completed on a rota basis, at a frequency of around 1 in every 4 weeks with the option to have a day of in lieu or overtime.

About Healthxchange:

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, Jan Marini, 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:

As a Customer Services Executive at Healthxchange, you will be the first point of contact for new customers, playing a key role in shaping their initial experience with us. You’ll be responsible for creating a positive and lasting first impression by providing excellent support with product queries both pre- and post-sale. Ensuring that all customer orders are processed promptly and accurately, you'll work to meet departmental KPIs while delivering a seamless service. This role is ideal for someone passionate about beauty and skincare, dedicated to providing an exceptional customer experience at every interaction.

Responsibilities: 

• Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.
  • Ensure customer emails, phone calls and Live Chats are responded to within agreed department response times.
  • 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.
  • Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer, whilst balancing the commercial needs of the business.
  • Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
  • Act always as a team player, working with your colleagues to achieve department goals and objectives.
  • Use Salesforce CRM to accurately record notes on customers accounts, ensuring a record of your customer interactions.
  • Maintain an up-to-date knowledge of company products and procedures.
  • Provide support with ad-hoc projects and tasks as required.

Requirements: 

• Passion for delivering great customer service.
• A keen interest in beauty and skincare.
• Excellent email writing skills.
•  Ability to work under pressure in a fast-paced environment.
• Self-motivated, with the ability to work under minimal supervision.
• Excellent time management capability.
• Proven communication skills.
• Confident telephone manner.
• Able to work to deadlines and deliver results under pressure.
• Flexible and adaptable.
• Reliable with excellent time keeping.
• Microsoft Office 
• CRM (SalesForce) and Intact IQ preferred

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.