Customer Feedback Manager at AXA Health

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 office locations, 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.