Head of Online Customer Service

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

Job Introduction

BBC Audience Services are looking to appoint a Head of Online Customer Service based at Broadcast Centre in London.

Audience Services is the department which supports and talks to the BBC’s audiences every day, based in London W12. We run online websites providing help for users of BBC iPlayer and Sounds, off-air support for content with BBC Action Lines and for people to apply for tickets to BBC shows and tours, submit complaints and other feedback. In total we provide some 17 services for UK audiences, including responding to calls, emails and letters 24-7 (around 1 million a year).

Role Responsibility

You’ll be responsible for the running and strategic development of some key online audience services, reporting directly to the Head of Audience Services. You’ll use customer data insights alongside your editorial and online experience to review and develop existing online support, working alongside BBC technical teams and suppliers to bring more of it behind sign-in to improve personalisation, quality and performance. You’ll have management responsibility for the BBC Action Line service, iPlayer, Sounds and Account support services and will manage relationships with colleagues in product and other teams around the BBC as well as third party suppliers. The role also involves maintaining good operational relationships between relevant BBC colleagues as well as those in our 3rd party service provider.

The Ideal Candidate

You'll have good knowledge of the BBC and its services, experience running and developing websites or online services at this level, including UX issues and an awareness of technical architecture and integration issues. You will need to show initiative, good communication skills and experience and be negotiating, building and maintaining relationships at different levels internally and with contractors. Experience of customer service would be helpful. Experience in using research data insights, tenacity to overcome obstacles imaginatively where necessary to deliver results and the ability to work well under pressure are essential.

Package Description

Band: D
Contract Type: Permanent
Location: London - Broadcast Centre

We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.

  • 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.

The situation regarding the coronavirus outbreak is developing quickly and the BBC is keen to continue to ensure the safety and wellbeing of people across the BBC, while continuing to protect our services. To reduce the risk access to BBC buildings is limited to those essential to our broadcast output. From Wednesday 18th March until further notice all assessments and interviews will be conducted remotely. For more information go to

Mae’r sefyllfa gyda’r coronafeirws yn datblygu’n gyflym, ac mae’r BBC yn awyddus i barhau i sicrhau diogelwch a lles pobl ar draws y BBC, gan barhau i warchod ein gwasanaethau hefyd. I leihau’r risg, dim ond y bobl sy’n hanfodol i’n hallbwn darlledu fydd yn cael mynediad i adeiladau’r BBC. O ddydd Mercher 18fed Mawrth ymlaen, bydd pob asesiad a chyfweliad yn cael ei gynnal o bell, nes rhoddir gwybod yn wahanol. I gael mwy o wybodaeth, ewch i

About the Company

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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