Online Reputation Coordinator

Job Detail

Job Title: Online Reputation Coordinator

Salary: £30,000 + benefits

Location: Manchester

Posted: 10/05/2024

Apply

or call 0161 836 9043

Essential Skills and Competencies

  • To ensure all online brand review sites (and the internet generally) are checked for negative comments daily, and all reviews are responded to within 24 hours.
  • To ensure all online employee review sites are checked for negatives daily and negative reviews raised with the Directors office to ensure they are resolved to the client’s satisfaction.
  • To ensure 12 positive brand reviews are posted online per week (excluding Feefo), ensuring where practicable that review centre, google+ and trust pilot have a fair proportion of client testimonials and reviews. The proportion of reviews should be balanced against any recent negative reviews ensuring no negative review remains in first position for more than 48 hours.
  • To ensure 2 positive employee brand review are posted online per week (Glass Door)
  • To ensure that annual employee reviews are posted where applicable from at least 20% of the workforce i.e. Glassdoor / indeed etc.
  • Contact 5 Employment Law or Health & Safety (internal) consultants per week to ensure they are promoting their clients to place online reviews or to seek permission to post.
  • Ensure tracking of all Feefo negatives and turnarounds aiming were possible for first contact resolution; any resolution outside of the 5 days should be referred to the Head of department.
  • Closing 5 Feefo negatives per week plus proactively calling 10 clients per week to support Directors Office
  • Work towards a 99% Service Score via Feefo feedback dashboard through buzz meetings, huddles and two weekly meetings with the relevant service departments.
  • Monthly and Bimonthly reporting on all of the above to senior managers to include online analysis and proactive actions taken 
  • Share reviews across the business when they land celebrating colleagues success.
  • Be interview with campaigns to drive online reputation across the business, engaging all colleagues and departments.
  • Be proactive in thinking of ways we can grow our online reputation and client voice.
  • Manage service issues raised through social media, liaising with correct departments and clients to resolve issues raised.
  • Manage directors office inbox, resolving complaints raised to director level and above.

WHY JOIN OUR TEAM?

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy, so we look for colleagues who have a positive and focused attitude.  Through training and development, we make sure that everyone who works here has the resources they need to build their careers. So if you are ambitious, focused and a confident communicator you’ll soon discover that there are unlimited opportunities for you at Peninsula.

 

Apply

or call 0161 836 9043

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