Complaints & Service Advisor

Please Note: The application deadline for this job has now passed.

Job Introduction

The BBC are seeking an ambitious Complaints & Service Advisor to provide support for audience complaints management across the BBC, ensuring that complaints are handled effectively between Audience Services, our outsourced partner Capita, and BBC divisions.

This is a permanent role based at Broadcast Centre in London.

Role Responsibility

Reporting into the Complaints Senior Executive and Complaints Manager, you will be responsible for the following:

  • Offering advice to complaint handlers and staff across the BBC and Capita to help achieve best practice, quality and consistency
  • Advising people on the application of editorial guidelines, escalation options and 'red flagged’ complaints
  • Researching, co-ordinating and drafting replies and guidance in response to audience issues and complaints, managing the relationships with divisional, press or other internal/external colleagues 
  • Ensuring that responses are posted on the BBC’s complaints website and information provided online as appropriate
  • Using your editorial judgment and contact with BBC and external colleagues to research knowledge to help respond to issues raised by viewers and listeners.
  • Helping to provide information and other data as required for reports and feedback needed by the BBC

Are you the right candidate?

  • Excellent written and verbal communication skills 
  • Good knowledge and familiarity of BBC output and genres, understanding and knowledge of BBC policies, editorial guidelines and issues likely to concern audiences
  • Experience of and commitment to an audience-focused environment, and preferably of working collaboratively with a contractor
  • Ability to understand audiences’ concerns and issues
  • Ability to develop and maintain relationships at a number of levels across the BBC and with Capita and those in other external organisations or internal colleagues to provide advice, guidance or accurate information.
  • Good interpersonal and communication skills
  • Able to prioritise and plan activities taking into account relevant issues and factors such as deadlines and resources.

Please see below for a full job description.

Package Description

Band: C
Contract Type: Permanent
Location: London - Broadcast Centre (hybrid working available)

  • Flexible / hybrid working - available for everyone
  • Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
  • Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
  • Benefits - We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of which is a corporation day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.

About the BBC

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours in the document attached below.

Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity. 

We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.

To find out more about Diversity and Inclusion at the BBC, please click here

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