Online Reputation Officer

Salary: £30,000 - £35,000 dependent on experience and performance + Benefits

Monitor all online brand review platforms and social media channels daily, ensuring all reviews and comments receive a professional response within 24 hours.

Protect and maintain Peninsula's industry-leading review scores, developing proactive strategies to sustain and improve client satisfaction ratings across all platforms.

Monitor employee review platforms, including Glassdoor and Indeed, addressing negative feedback constructively and partnering with internal stakeholders to drive meaningful improvements.

Build and strengthen the Peninsula employer brand across all online platforms, positioning the business as an employer of choice and an industry leader.

Develop initiatives to attract both prospective clients and top-tier talent through positive online engagement, testimonials, employer branding and advocacy campaigns.

Increase colleague engagement and participation in review generation activities, aiming to maximise employee and client feedback volumes whilst maintaining authenticity and quality.

Work closely with service departments to utilise customer feedback as a tool to increase review volumes, improve service delivery and enhance the overall customer experience.

Own the tracking, management and resolution of negative reviews across all channels, driving first-contact resolution wherever possible and escalating appropriately when required.

Handle complex and challenging client situations professionally, balancing commercial requirements with exceptional customer service standards to achieve positive outcomes.

Utilise data analytics and customer insight to identify trends, root causes and improvement opportunities, producing actionable recommendations that drive measurable service improvements.

Lead monthly and bi-monthly reporting for senior leadership, providing detailed online reputation analysis, performance trends, customer sentiment insights and improvement actions.

Champion innovative ways of working through the use of AI, automation and technology to improve efficiency, increase feedback generation, enhance reporting and streamline reputation management processes.

Share positive client and colleague feedback across the business, celebrating success and encouraging a culture of recognition and continuous improvement.

Design and deliver creative reputation-building campaigns that engage colleagues across all departments and increase awareness of the importance of client and employee advocacy.

Manage service issues and complaints raised through online channels, social media and review platforms, liaising with relevant departments to secure prompt and effective resolutions.

Support the Directors' Office by managing escalated complaints and reputation-related matters, ensuring professional handling of sensitive client issues.

Continuously identify and implement new opportunities to strengthen Peninsula's online reputation, client voice and employer brand presence.

Exceptional written and verbal communication skills.

Strong stakeholder management and influencing skills.

Resilient and confident when dealing with challenging clients and situations.

Highly analytical with the ability to interpret data and identify trends.

Commercial awareness and a strong customer focus.

Experience managing online review platforms, social media and employer branding channels.

Passion for continuous improvement and reputation management.

Knowledge of AI and automation tools and their practical application within customer experience and reputation management.

Creative thinker with the ability to develop innovative campaigns and engagement strategies.

Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.

Excellent leadership, interpersonal, people management and communication skills.

A "can-do" attitude with the ability to drive, motivate and support your team to achieve their best performance overall and for each individual.

Ability to work in a fast paced, adaptable environment.

Excellent technical knowledge and ability to deliver super-duper client service.

Strong organisational, prioritisation, time management skills and the ability to multi-task.

A dynamic and flexible approach, as well as the ability to work under pressure with a solutions-based approach.

Professional at all times, presenting a corporate image both to the team, department and clients.

Be able to provide constructive feedback where…