Online Reputation Officer

Day-to-Day Responsibilities

• 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.

Key Competencies

• 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.

What you Bring to the Team

• 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 required.

• Excellent service issue resolution skills.

• Be able to demonstrate a contribution to business growth and service improvements.

Why Join our Team?

This is an exciting opportunity to play a key role in protecting and enhancing the reputation of one of the UK's leading business services organisations. You'll work closely with senior leaders, influence service improvements through data-driven insights, help shape our employer brand, and drive innovative approaches using AI and automation. If you're passionate about customer experience, employer branding, continuous improvement and making a measurable impact, Peninsula offers outstanding opportunities for career development and progression.