Band: C
Location: London
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.
• 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 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. You can find out more about working at the BBC by selecting this link to our candidate pack.
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. As well as programme areas, these can include independent production teams, on-air talent, senior commissioners, lawyers, Press Office, and the Director-Generals office.
You may also be responsible for responding to contacts from people and groups such as:
* MPs/Lords/Political Parties
* Lobby Groups/Interest Groups
* People who allege criminal activity or threaten court action
* Journalists
Getting guidance and responses right is crucial, otherwise it can result in reputational damage to the BBC. For example, complaints being upheld by the Executive Complaints Unit or Ofcom, or our response appearing on the front page of a newspaper.
Main Responsibilities
* Offer advice to complaint handlers and staff across the BBC and our outsourced partner. Where disagreements arise, you’ll need to be able to negotiate a position to ensure a co-ordinated approach back to the public.
* Advise on the application of BBC Editorial Guidelines, escalation options, serious complaints, lobbies etc. and work with colleagues in divisions to ensure that significant issues are spotted and escalated.
* Research, coordinate and draft replies and guidance, managing the relationships with divisions, press or other internal/external contacts to ensure accurate and effective replies and consistency. Some responses may need to be published on the public facing BBC Complaints website.
* Provide briefings in advance of programmes where possible to our outsourced partner.
* Working with other areas in Audience Services to ensure an efficiently run service.
Are you the right Candidate?
* Excellent written and verbal communication skills in order to respond to audience contacts.
* A keen interest and good knowledge of BBC content, understanding of BBC policies, editorial guidelines, requirements to the BBC Complaints Framework and our regulator Ofcom.
* You also need to have a strong awareness of issues likely to concern audiences and an understanding of changing news, political and world events.
* Excellent influencing and negotiating skills; ability to constructively challenge and influence colleagues, formulating judgements whilst being open to advice and aware of the wider context and interests.
* Able to plan and prioritise work taking into account relevant issues and factors such as deadlines and resources.
* Ability to be resilient when under working under pressure and handling contacts that may be distressing, provocative or negative in nature.
* Experience of and commitment to an audience-focused environment.
* Experience of working with an external contractor in a collaborative partnership.
* Ability to develop and maintain relationships at all levels across the BBC and external suppliers.
* Being able to identify possible issues when they come up and take appropriate action. For example, keeping those involved or those who need to know informed.
* Fully IT literate and comfortable with using multiple range of IT systems. Understanding of databases and management tools; able to interpret data and see trends.
* Being able to adapt and work effectively with a variety of situations, individuals or groups. Able to understand different perspectives on an issue, to adapt an approach as the requirements when a situation changes.
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. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.
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. 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 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.
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. This is not intended to be a complete, detailed account of all aspects of the duties involved.
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