Social Media Community Coordinator (12 month FTC)

The role

The Social Media Community Coordinator will manage customer interactions across social media channels for MedExpress, ZipHealth, and RocketRx. You will moderate comments, perform social listening, and triage customer queries to support organic social objectives.

What you will do

• Moderate and respond to customer care messages and comments on Facebook and Instagram
• Maintain response times under 24 hours and a 100% response rate
• Triage customer queries to the customer care team
• Run daily social listening in Brand24 and flag issues to stakeholders
• Engage with brand mentions that are not tagged
• Use social listening insights to support content planning
• Audit brand mentions for compliance with referral scheme terms and conditions
• Work with Insights and Product teams on referral scheme auditing
• Support the wider social team with content creation on an ad hoc basis

Required qualifications

• Early-career experience in a social media role from a job, internship, freelance work, volunteering, or managing community channels
• Hands-on experience responding to customers or communities on social media
• Experience with a community management or social listening tool such as Sprout Social, Hootsuite, Sked Social, Brand24, or Meta Business Suite inbox
• Passion for helping customers and giving them a positive experience on social media
• Understanding that social media is always on and the need to reply quickly
• Strong organisation skills
• Proactive, solutions-focused approach
• Confidence collaborating with other teams
• Experience working with a regulated brand, or an interest in healthtech

Nice to have

• Experience handling customer service queries

About the company

HeliosX is a healthcare platform that operates brands including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. The company focuses on making healthcare easier to access and faster to receive through technology and vertical integration.