Job Description

Overview

This is an exciting opportunity to join our new pharmacy brand, Roxy + Rex, and make a real difference in supporting individuals with specific healthcare needs.

Roxy+Rex is part of the Biocura Healthcare Group, a specialist provider in weight loss treatments including surgery and remote healthcare solutions. Our mission is simple: to help people achieve their health goals and live longer, healthier lives.

About the Role

We are looking for a highly motivated individual who thrives in a fast-paced environment and has a keen eye for detail. As a Customer Support Advisor (e-Commerce), you will be a key member of our new online pharmacy brand (Roxy + Rex). You'll be responsible for managing the full scope of customer support function, ensuring a seamless journey from order to delivery.

Main Duties

respond promptly to all incoming customer requests via email, webchat, telephone, and social media triage queries and liaise with clinical colleagues to ensure accurate advice is provided coordinate new customer orders, verifying information and completing payment checks ensure 100% of verified orders are processed within 24 hours and prepared for pharmacy fulfilment troubleshoot customer issues and resolve order-related problems quickly to maintain excellent service levels take full responsibility for next-day delivery, including temperature-sensitive items manage failed deliveries and work with logistics partners to resolve any issues schedule follow-up appointments for existing patients with relevant healthcare professionals collaborate with the pharmacy team to flag inventory issues and maintain supply chain availability assist the marketing team with e-commerce platform updates and promotional offers participate in monthly team meetings to share order trends, customer feedback, and upsell opportunities

Skills, Qualifications & Experience

proven experience in a customer service role, ideally with issue resolution responsibilities previous experience in a healthcare setting is preferred excellent organisation, coordination, and multitasking abilities clear communicator with a strong customer focus and attention to detail comfortable working across multiple platforms and channels in a high-volume environment familiarity with CRM systems and e-commerce platforms is an advantage

Why Join Roxy+ Rex?

This is a unique opportunity to shape and grow the customer support function from the ground up. You'll have real autonomy and play a vital role in enhancing the patient journey.

In return, we offer:

base salary (TBC) commission eligibility 25 days annual leave (plus bank holidays), increasing with length of service (pro-rata) workplace pension scheme (3% employer contribution when you contribute 5%) private healthcare, including GP consultations an extra day off on your birthday - our gift to you!
Job Types: Full-time, Permanent

Benefits:

Company pension Free parking On-site parking Work from home
Ability to commute/relocate:

Evesham WR11 8SN: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:

United Kingdom (preferred)
Work Location: Hybrid remote in Evesham WR11 8SN