Job Description:

Make your mark on how a major UK business is seen by its customers, colleagues and future talent.

I'm currently working with a high-profile, rapidly growing UK business services organisation that has built a strong reputation within its sector and is continuing to expand.

As the business grows, they are looking for an Online Reputation Coordinator to take ownership of their online reputation, customer feedback and employer brand across a wide range of review platforms and social channels.

This is far more than a social media or review management role.

You'll be the person who can step into a difficult conversation, understand what has really gone wrong, find the root cause and work with the right people to put it right.

You'll need to be personable but confident, empathetic but firm, and comfortable dealing with challenging customers and sensitive situations.

Day to Day

You'll become the central point of contact for the organisation's online reputation, ensuring customer and colleague feedback is not only responded to professionally, but used as a genuine tool for business improvement.

Your responsibilities will include:

• Monitoring online review platforms and social media channels daily, ensuring feedback receives a professional response within agreed timescales.
• Taking ownership of the organisation's online reputation and developing strategies to maintain and improve review scores.
• Managing employee review platforms such as Glassdoor and Indeed, responding constructively to feedback and working with internal teams to address underlying issues.
• Managing complex and challenging customer situations, balancing excellent customer service with commercial awareness.
• Taking ownership of negative reviews and complaints from initial response through to resolution.
• Identifying the root cause behind recurring complaints and customer dissatisfaction and turning insights into actionable recommendations.
• Working closely with service teams to use customer feedback to improve service delivery and the overall customer experience.
• Building the organisation's employer brand and positioning the business as an employer of choice.
• Developing creative campaigns to encourage authentic customer and colleague advocacy.
• Increasing employee engagement with review and feedback initiatives.
• Producing regular reports for senior leadership covering reputation performance, customer sentiment, trends and recommended actions.
• Sharing positive customer and colleague feedback internally to promote recognition and celebrate success.
• Supporting senior stakeholders with escalated complaints and sensitive reputation-related matters.
• Identifying opportunities to use AI, automation and technology to improve reputation management, reporting and customer engagement.
• Continuously looking for new and innovative ways to strengthen the organisation's customer voice and online presence.

YOU?

We're looking for someone who is naturally confident dealing with people and isn't intimidated by difficult conversations.

You'll ideally have experience across areas such as customer experience, complaints, reputation management, social media, employer branding, customer insight or stakeholder management.

More importantly, you'll be someone who can:

• Communicate exceptionally well, both verbally and in writing.
• Build relationships quickly and influence stakeholders at all levels.
• Remain calm, professional and resilient when dealing with challenging situations.
• Have the confidence to challenge when required.
• Look beyond the immediate complaint and identify what is actually causing the problem.
• Analyse feedback and data to identify trends and opportunities for improvement.
• Balance customer needs with commercial considerations.
• Think creatively and come up with new engagement and reputation-building ideas.
• Manage multiple priorities in a fast-paced environment.
• Understand how AI and automation can be used to improve customer experience and operational efficiency.

Why This Role?

This is an opportunity to take ownership of something that genuinely matters to a major organisation.

You'll have visibility with senior leadership, influence how teams respond to customer feedback and play a key role in shaping both the customer and employer brand.

If you're someone who enjoys solving problems, handling people, having difficult conversations and turning negative situations into positive outcomes, this could be a fantastic next step.

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INDMANJ

The Portfolio Group are acting on behalf of our client in recruiting for this position.