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Journalist - Complaints

Role Responsibility

As a Complaints Adviser you will need to draft responses to News Website complaints and reply to complainants to help achieve best practice, quality and consistency.

You'll also need to work with colleagues and complaints handlers to ensure significant issues are spotted and escalated along with managing relationships with divisional and press offices to ensure effective replies where appropriate and avoid duplication and inconsistency.

Finally you will need to ensure responses are posted on the complaints website as appropriate and keep abreast of latest BBC Editorial Policy advice and guidance.

Are you the right candidate?

To be a successful candidate you'll need a detailed knowledge of BBC policies, editorial guidelines, complaints procedures and issues likely to concern audiences

Having experience of and commitment to an audience-focused environment is essential to this role.

You'll require an ability to understand audiences’ concerns and provide an appropriate and timely response along with the ability to develop and maintain relationships at a number of levels across BBC News and with Capita and Audience Services.

The ability to act on your own initiative and identify appropriate action to be taken - and people/areas to be informed - as topical issues are raised will also be needed.

Finally you'll need to be fully IT literate and comfortable using new technology.

Package Description

Band: C
Contract type: Continuing Part Time
Location: London

Part-time applications are welcome for this role.Please include detail of the proposed arrangement in your application.

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 holiday 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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