About this role
Role Overview
- Deliver world-class audience engagement and customer support within a high-performance team.
- Dedicated to providing viewers and listeners with efficient, and expert information to enhance their experience with the BBC.
Requirements
- Engage with Audience Members in a friendly, professional and helpful manner.
- Answer real time queries and complaints across a variety of inbound channels i.e. phone, webchat and social media.
- Provide written responses to audience contacts via the appropriate channel i.e. email or social media.
- Quickly and accurately source information to respond to contacts and accurately record detail of each contact received under the required categorisation for each service.
- Meet or exceed quality and productivity goals working with both individual targets and as a team.
- Effectively use all the tools available including in house logging systems and information databases, Microsoft Office tools and the Internet.
- Communicate and share information in a proactive and productive manner with the audience and team mates.
- Ensure editorial content is compliant with BBC standards and guidelines.
- Proactively contribute to Team meetings, BBCAS Staff Action Forums, Operational changes.
- Actively play your part in helping BBC Audience Services attaining the required Customer Satisfaction metrics/scores as carried out by ICM independent surveys or BBC Quality Audits.
- Read, understand and comply with the BBC Audience Services’ information security policies; and use business information systems for authorised purposes only. All personnel are also required to report any actual or suspected security incidents in a timely manner.
- Maintain a strong media and current affairs knowledge.
- Flexible, willingness and ability approaching day-to-day work tasks and working hours, to meet the changing needs of the service.
- Uphold the Capita and BBC values on a business and personal level.
Benefits
- Health insurance
- Paid time off
- Flexible working hours