Job Description

Department

: Customer Experience

Reports to:

Customer Experience Team Lead

Location:

Chichester (Hybrid - office-based 3 days a week)

Contract:

Full-time, permanent (Monday-Friday, 9am-5pm)

Salary:

24,000 - 26,000

We're Browns

(& you could be too.)

We help people feel like themselves again. With understanding, care, and expertise, our specialist wig consultants and stylists guide each person through their hair journey with compassion and confidence -- because feeling good begins with feeling understood.

Beginning

Browns began with one simple purpose: to help people regain confidence after hair loss. For decades, we've supported patients with compassion, reassurance, and professionalism -- providing not just hair loss solutions, but hope, understanding, and a sense of identity restored.
Today, our service reaches patients across the UK, delivered by a dedicated team who truly want to make a difference.

Where we're at

Our Customer Experience team is at the heart of Browns. You're the first voice our patients hear -- the person guiding them through what is often an emotional and vulnerable moment. You'll support patients referred from NHS Trusts across the UK, manage appointment journeys, answer queries, and ensure every interaction reflects the care and compassion Browns is known for.

We're looking for someone who can bring calm, empathy, and structure to a role that truly impacts people's lives.

Next Chapter

This is a varied, rewarding role where you'll support patients from their initial referral through to their appointment with our Wig Consultants. You'll manage clinic diaries through our online booking system, coordinate bookings, answer queries, and ensure every patient feels listened to and looked after.

If you're warm, organised, and thrive in a role where you can genuinely help people, this could be the next chapter for you.

What you'll be doing

You'll provide outstanding support to Browns patients, ensuring every interaction is handled with empathy, efficiency, and professionalism.

You'll be:

Making initial contact with referred patients to introduce Browns, explain the referral process, set expectations, and secure appointments. Being the first point of contact for all incoming calls -- offering clear, compassionate support. Managing the diary using our booking system: creating patient profiles, adding appointments, rearranging bookings, and ensuring schedules run smoothly. Assisting patients from any Trust with queries such as booking or amending appointments, placing product orders, and checking order progress. Returning missed calls, including those received outside working hours. Supporting Wig Consultants during clinic days by handling referral and patient queries promptly. Building and maintaining strong relationships with NHS Trust contacts. Providing administrative support to colleagues and covering duties during annual leave or busy periods.

What we're looking for

You don't need to meet every requirement, but ideally you'll bring:

At least 2 years' experience in a customer service or patient-facing environment. Strong administrative and organisational skills, with confidence managing multiple tasks. Excellent communication skills -- friendly, professional, and clear. Previous call-handling experience. Ability to work independently and use initiative. Confidence handling sensitive or emotional conversations with care. A warm, patient manner -- with empathy at the heart of what you do. Understanding of GDPR and general H&S expectations.

Core Competencies

Essential:

Analytical: Makes rational, informed decisions based on information and context. Self-Driven: Motivated, proactive, and committed to achieving goals. Communication: Speaks and writes clearly, adapting style and tone appropriately.
Important:

Learnability: Continuously builds knowledge and skills. Resilience: Maintains effective performance during pressure or setbacks. Teamwork: Works respectfully and effectively with colleagues.

What you'll get from us

A supportive, compassionate team who care deeply about the people we serve. 28 days holiday (including bank holidays), increasing annually with length of service (up to 5 extra days). Healthcare and pension from day one. 2 volunteering days per year to support causes that matter to you. Ongoing training and development opportunities. A meaningful role where your work directly helps people feel like themselves again.

The important bit

If this role sounds right for you -- even if you don't meet every single requirement -- we'd still love to hear from you. Show us your strengths, your passion, and what you can bring to Browns. Let's talk.

Job Types: Full-time, Permanent

Pay: 24,500.00-26,000.00 per year

Benefits:

Company pension Employee discount Flexitime Health & wellbeing programme On-site parking Paid volunteer time Private medical insurance Work from home
Work Location: Hybrid remote in Chichester PO19 8EZ