The Role:
We are looking for a Social Media Community Coordinator to look after our customers across social media. The role focuses on community management for MedExpress, with support for ZipHealth and RocketRx, and supports our organic social objective of adding value for customers by making sure they get a fast, helpful response to their queries.
Reporting directly to Georgie Taylor in the Brand team, you will work closely with our customer care teams in the UK, Canada and US, and with our Insights team, to make sure customer needs and pain points are reflected in the content we create.
This is a 12 month fixed term contract on a hybrid basis, based in our London office.
What You'll Do:
- Moderate and respond to customer care related messages and comments on our brand social channels, mainly Facebook and Instagram, using our community management tool. MedExpress is the priority, followed by ZipHealth and RocketRx.
- Help us keep response times under 24 hours and maintain a 100% response rate to customer queries on social media.
- Triage customer queries that need a customer care agent and pass them to the customer care team using our agreed processes, so that unhappy customers are looked after quickly.
- Run daily social listening in Brand24, flagging issues to the right stakeholders inside and outside the social team, and engaging with brand mentions that are not tagged.
- Use social listening insights to support content planning and highlight content opportunities for the organic social team.
- Audit brand mentions for compliance with our referral scheme terms and conditions, track non-compliance, and contact users to put things right where needed.
- Work with the Insights and Product teams on referral scheme auditing, using our social listening tool and internal and external reports.
- Support the wider social team with content creation on an ad hoc basis.
What We're Looking For:
- Early-career experience in a social media role, whether that's from a job, internship, freelance work, volunteering, or managing community channels
- Hands-on experience responding to customers or communities on social media, not only scheduling or posting content.
- Experience with a community management or social listening tool such as Sprout Social, Hootsuite, Sked Social or Brand24, or with the Meta Business Suite inbox.
- Passion for helping customers and giving them a positive experience on social media.
- An understanding that social media is always on, and the need to reply quickly and keep response times low.
- Strong organisation skills and a proactive, solutions-focused approach.
- Confidence collaborating with other teams, such as customer care, to solve problems.
- Experience working with a regulated brand, or an interest in healthtech.
- Experience handling customer service queries, either alongside a customer service team or directly, is a bonus.
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!
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Social Media Community Coordinator (12 month FTC) employer: HeliosX
At HeliosX, we are dedicated to transforming healthcare into a more accessible and efficient experience for everyone. As a People Systems Lead, you will be part of a dynamic team that values innovation and collaboration, with ample opportunities for professional growth and development. Our supportive work culture, combined with competitive benefits such as generous equity allocations, private health insurance, and a commitment to employee well-being, makes HeliosX an exceptional employer for those looking to make a meaningful impact in the healthcare sector.
