We're seeking a creative and results-driven individual to lead our review management efforts, alongside supporting our growing webchat team across ema Online Reviews & Webchat Assistant Position Overview: We’re seeking a creative and results-driven individual to lead our review management efforts, alongside supporting our growing webchat team across email and social media. Here at McQueens Dairies, we deliver to hundreds of thousands of customers' doors every single morning, fuelling families and offices alike. With that, we’re looking for an empathetic, sharp copywriter, who’ll bring our brand to life – both replying to reviews on Google, Trustpilot and Reviews.IO – as well as customers directly, as you look to make right any issues they’ve experienced. You’ll be a dab hand with emojis and milk puns, but also know when to pull back and treat conversations with the care and delicacy they require. In addition to this, you’ll support our webchat team, becoming a generalist in all things McQueens – replying and resolving payment, delivery, holiday and cancellation enquiries. The Context This is a new hire as we don’t have anyone dedicated to managing our reviews, and your role will go further than just replying- you’ll be looking at how you can make it right for the customers where something has gone wrong, with the goal of leaving customers satisfied, and ultimately updating or removing their review. This will involve engaging with different areas of the business to identify issues and resolve them for the customer. Finally, you’ll produce and share a regular report on the reviews published to platforms, and your work and impact on them. The Details This is a full-time role, Mondays to Fridays based at our head office in Glasgow (G4) – with free on-site parking This role comes with a salary of £25k, with a bonus scheme TBA on KPI’s agreed after a strategy has been established You’ll be working within a new, growing webchat team, servicing a large customer with huge trust in what we do You’ll get access to staff discounts - getting all your morning essentials right to your door Plus, we provide a Pension, access to our Employee Assistance Programme, and the Scotwest Credit Union Scheme ✅ Next Steps If you think you’ve got what it takes to come in and give our reviews the TLC they need, then we encourage you submit your CV, alongside some examples of how you would reply to 1-2 of our reviews on our TrustPilot. Do consider the brand voice on our website and socials when you complete this. We’ll invite successful candidates to a face-to-face interview to learn a bit more about you, and explain more about our plans for this exciting role If you have any questions, please email martha/peterd Webchat Role/Trust Pilot Review Advisor Shifts split approximately 20 hours on Webchat and 20 hours on Webchat answering chats and logging onto live chat. (This can be amended for the right candidate) What skills do you have that you think would make you a good fit for this job role? What do you think will be the biggest difficulties you will face in this job role? How do you feel we as a company could better deal with our negative complaints better? How would you deal with a high-level complaint about a fellow employee?