Senior Complaints & Service Executive

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

Job Introduction

We are looking for a Senior Complaints and Service Executive, to be the point of escalation for Complaints and Service Advisors, as well as being responsible for the output of their work. You will use editorial knowledge and expertise to help advise and support them in difficult situations and supervise the quality of their work.

Role Responsibility

  • Providing support to the Complaints and Editorial Manager when appropriate.
  • Supervising Complaints and Service Advisors to ensure audiences contacting about BBC programmes and policies receive timely and accurate replies.
  • Offer advice to complaint and enquiries handlers and staff across the BBC and outsourced partner to help achieve best practice, quality and consistency and to help draft responses to complaints. Where disagreements arise, the Senior Complaints and Service Executive will negotiate a position across various programmes and departments to ensure a co-ordinated approach back to the public. In certain cases, if the Complaints and Service Advisors are having problems in this area, cases may escalate up to the Senior Complaints and Service Executive.
  • Advise on the application of editorial guidelines, escalation options, ‘red flagged’ complaints, lobbies, etc,. and work with colleagues in divisions to ensure that significant issues are spotted and escalated.
  • Co-ordinate and draft replies to audience contacts, managing relationships with divisional and press colleagues to ensure effective replies and avoid duplications and inconsistencies.
  • Ensure that responses are posted on the BBC’s complaints website as appropriate.
  • Track progress of complaints handled by other areas to ensure they are resolved properly within time limits established by Ofcom.
  • Helping to provide information as required for reports and feedback needed by the BBC.
  • Working with other areas of Audience Services to ensure an efficiently run service across the department.
  • Applying guidelines appropriately for escalating ‘red flag’ complaints, lobbies, closedown etc.
  • Assist with management of out-of-hours of high risk hours “red flag” response, including being on call occasionally.

Are you the right candidate?

  • Good written and spoken communication skills in order to respond to audience members when serious complaints are escalated.
  • Has or can develop and maintain a knowledge and familiarity of BBC output and genres, understanding and knowledge of BBC policies, editorial guidelines and issues likely to concern audiences.
  • Knowledge and understanding of news, political, sporting and world events is required to answer the bulk of our complaints, plus the broadcasting rules the BBC is subject to.
  • Experience of and commitment to an audience-focused environment, and preferably of working collaboratively with a contractor.
  • Ability to understand audiences’ concerns and issues, to write clearly and accurately and to provide appropriate and timely responses.
  • Ability to develop and maintain relationships at a number of levels across the BBC and with outsourced partner colleagues to provide advice and guidance.
  • Ability to act on own initiative, identify appropriate action to be taken and the people or areas to be informed as topical issues are raised (often at short notice or under pressure).
  • IT literate and comfortable with use of new technology.

Package Description

Band: C
Contract Type: 12 Month Fixed-Term Contract / Attachment
Location: London - Broadcast Centre (hybrid working available)

  • Flexible / hybrid working - opportunities across the business
  • 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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