Brands, Marketing and Audiences
Permanent - Full Time
Location: London, GB, W1A 1AA
Job Closing Date: 02/02/25
THE ROLE
Package Description
Job Reference: 20867
Band: C
Contract: Continuing - Hybrid, the successful candidate will balance home and office working (the team work from the office on Tuesday and Wednesday)
Salary: £27,500 - £37,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights. London Weighting may be applicable.
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.
Benefits: We offer a negotiable salary package, a flexible 35-hour working week for work-life balance, and 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme, and discounted dental, health care, and gym.
Job Introduction
Complaints and Service Advisors provide support for audience complaints and questions. They ensure they’re handled effectively between BBC divisions and our outsourced partner.
Advisors work flexibly across genres, irrespective of their area of specialism in response to changing audience issues and in line with business need.
To ensure best practice, quality and consistency, you’ll work with people at all levels across the BBC and outside of the BBC to co-ordinate and draft replies or guidance to issues raised by those who contact Audience Services.
You may also be responsible for responding to contacts from people and groups such as:
* MPs/Lords/Political Parties
* Lobby Groups/Interest Groups
* Foreign Governments
* People who allege criminal activity or threaten court action
* Journalists
* Lawyers
Getting guidance and responses right is crucial, otherwise it can result in reputational damage to the BBC.
Main Responsibilities
* Offer advice to complaint handlers and staff across the BBC and our outsourced partner.
* Advise on the application of BBC Editorial Guidelines.
* Research, coordinate and draft replies and guidance.
* Provide briefings in advance of programmes where possible.
* Work with other areas in Audience Services to ensure an efficiently run service.
Are you the right Candidate?
* Excellent written and verbal communication skills.
* A keen interest and good knowledge of BBC content.
* Excellent influencing and negotiating skills.
* Able to plan and prioritise work.
* Ability to be resilient when under pressure.
* Experience of and commitment to an audience-focused environment.
* Experience of working with an external contractor.
* Ability to develop and maintain relationships.
* Fully IT literate and comfortable with using multiple range of IT systems.
* Being able to adapt and work effectively with a variety of situations.
About the BBC
The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants.
Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution.
We want to attract the broadest range of talented people to be part of the BBC.
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.
DISCLAIMER
This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance.
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