Customer Feedback Manager

Description

We're seeking a dynamic Customer Feedback Manager to proactively manage and optimise our presence on Trustpilot, as well as other public facing channels such as App Store and Google Play. You'll be key to maintaining AXA Health's online reputation, strengthening customer trust and ensuring that feedback is responded to in a timely, empathetic, and brand-appropriate manner.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our Tunbridge Wells, Bristol, Bournemouth or Leicester offices, visiting clients or attending industry events. We're also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you'll be doing:

• Manage customer data on Trustpilot, ensuring timely and accurate integration and analysis of reviews.
• Respond to customer feedback using our established tone of voice, aligning with brand guidelines to reflect our values of care, professionalism, and responsiveness.
• Collaborate with relevant departments to resolve customer issues highlighted in reviews and follow up on resolutions.
• Analyse feedback to identify trends, areas for improvement, and overall sentiment. Monitor review trends and sentiment, providing regular performance reports and insights.
• Work closely with Brand and Strategic Marketing team to ensure written responses maintain a consistent and engaging tone.
• Implement strategies to improve online reputation and increase positive reviews. Support the ongoing development and refinement of internal processes for managing and responding to online feedback.
What you'll bring:

• Experience in a customer service, communications, or online reputation management role, ideally within insurance or healthcare.
• Proficient in managing online reviews or customer feedback platforms.
• Good written communication skills with a clear, compassionate, and professional tone.
• Strong analytical skills with the ability to interpret data and derive insights. Excellent organisational and time-management skills.
• Familiarity with review platforms such as Trustpilot (or similar tools).
• Confident liaising with internal teams to resolve customer concerns.
• Ability to analyse feedback trends and provide actionable insights.
• Understanding of data privacy and GDPR principles.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

What we offer:

At AXA UK, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary up to £60,000 dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Private health cover
• Life Assurance (up to 10 x annual salary)
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• AXA employee discounts
• Wellbeing services & resources
To apply, click on the 'apply for this job' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we're proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to bayley.colbran@axa-uk.co.uk.

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Who we are:

At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We're transforming our business by developing easy, efficient, digital experiences for our customers. We're a collective of specialists passionate about helping our members flourish, whether that's individuals and families, small businesses or huge corporates.