Social Media Community Coordinator

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where we are now:

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX.

Where we’re going:

Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

The Opportunity

The Social Media Community Coordinator role executes community management across the MedExpress and Dermatica brands by liaising with customers on customer care queries, tracking social listening, and auditing brand referral schemes on social media. You'll support the Senior Social Media Manager Work providing updates on community sentiment and the wider Social Media Coordinators, moderating customer care responses on a daily basis.

This is a full time, permanent role with hybrid working. You will be expected on site in our Shoreditch offices twice per week, with the rest of the time spent working from home.

What you'll do

Customer Care Responses

• Moderates and responds to all customer care related messages received on brand social media channels, via our community management tool and in platform, requiring flexibility for some weekend coverage
• Customer care response for the MedExpress brand will be a priority, followed by those for the Dermatica brand

Social Listening

• Executes brand social listening, flagging issues with relevant stakeholders both internally to the social team and externally where needed
• Social listening is actioned is actioned daily via the Brand24 tool, ensuring untagged brand mentions are still engaged with

Community Auditing

• Audits brand mentions for compliance of group referral schemes, tracking non-compliance and liaising with users to rectify where needed
• Utilises both the social listening tool, internal and external reports to audit non-compliant activity around the MedExpress referral scheme

What you'll bring to HeliosX

• Graduates to 1+ years of experience
• Experience in a social media role that has required community management, including crisis response, is a must
• A good understanding of community management and social listening tools such as Sprout Social and Brand24
• A passion for liaising with customers via social media and building positive customer experience
• A can-do, positive attitude and excellent organisational skills
• Someone that understands that social media is 24/7, and the need to be reactive
• An interest in healthtech is preferable

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget

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