Complaints & Service Advisor

The BBC are looking for a Complaints and Service Advisor to provide support for audience complaints and enquiries. Advisors will also use their knowledge and expertise of the editorial guidelines, complaints framework and enquiries process to ensure contacts from the public are handled effectively between Audience Services, the rest of the BBC and our outsourced partner Capita.

You’ll be reporting into the Complaints Management team at Audience Services and you’ll be responsible for the following:

• Providing advice to complaint and enquiry handlers and staff across the BBC and Capita to ensure best practice, quality and consistency.
• Using editorial judgement to advise colleagues on how to apply the BBC Editorial Guidelines, handling of serious complaints and escalation options.
• Researching, co-ordinating and drafting replies/guidance in response to audience issues and complaints. Occasionally these responses will be public facing.
• Managing the relationships with divisions, Press Office, Director-Generals office or other internal/external colleagues.

• Excellent written and verbal communication skills.
• A keen interest and good knowledge of BBC content, understanding of BBC policies, editorial guidelines and awareness of issues likely to concern audiences.
• Ability to develop and maintain relationships at a number of levels across the BBC and externally.
• Able to work under pressure, prioritise and plan taking into account relevant issues and factors such as deadlines and resources.

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

Band: C
Contract type: 12 months Fixed Term Contract
Location: London - New Broadcasting House

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.