Client Relations/Reputation Executive – Medivet, Hertfordshire

About Us

Building the best place to work in the veterinary industry is creating exceptional opportunities for people like you. Here, you won’t just be part of the team, you’ll be part of our nationwide family. We’ve built a network of 330 practices with 20 state-of-the-art 24-hour centres that are all home to a family of professionals who provide a high standard of care. You won’t just help to deliver care, you’ll deliver exceptional care for your patients and clients. And you’ll do it all supported by your colleagues and some of the best training and development in the industry. Join us where we’re building better every day.

The Role

The successful candidate will monitor and manage client sentiment & reputation on Medivet’s influential review sites and client channels – upholding the reputation of the company/brand and providing exceptional support to clients.

  • Maintaining Medivet’s reputation influential sites & social channels
  • Responding to negative and positive commentary to lift our reputation and profile
  • Act as an ambassador to promote Medivet’s aims and values

Key Accountabilities

  • Oversee, approve and monitor all responses to reviews and client messages across all channels and internal platforms such as Google, Trustpilot, Vethelpdirect, Glassdoor, Indeed and Facebook, Twitter, Instagram & LinkedIn
  • Provide initial responses to commentary where required in line with Medivet’s profile, voice and image
  • Maintain the Medivet main enquiries mailbox ensuring timely response and forwarding for all incoming messages
  • Support Medivet’s Clinical Operations and Support Centre teams in the distribution through to resolution of negative reviews and commentary
  • From review sites, social channels & enquiries mailbox
  • Maintain all review platforms & optimise the indexing, reach and engagement based on platform rules and algorithms
  • Provide analytics and business insights on reputation scoring
  • Undertake other duties which fall within your capabilities

Skills and Experience

  • Excellent writing skills with ability to simplify complex issues
  • Proactive and self-motivated
  • Ability to meet tight deadlines & work well under pressure
  • Hard working, driven with a good eye for detail
  • Drive and belief in delivering exceptional customer care and services
  • Technical understanding of platform algorithms and channel principles
  • Advanced skills in MS Office (Powerpoint, Excel & Word) and social media platforms
  • Experience in use of social media channels and review platforms
  • Experience in customer services and reputation management
  • Ideally from within the veterinary industry  – a solid understanding of the operation of our practices and veterinary industry

Closing date: 31 October 2020

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