BBC Audience Services Customer Engagement Specialist

At BBC Audience Services, we record and respond to feedback about all aspects of the BBC, from programmes to policy, and anything in between. We also help audience members with enquiries they have about something they've seen or heard on the BBC. We receive this feedback by web, phone and letter.

You will deliver world-class audience engagement and customer support within a high-performance team. You'll be dedicated to providing viewers and listeners with efficient, and expert information to enhance their experience with the BBC.

Job title:

BBC Audience Services Customer Engagement Specialist

Job Description:

• 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.
• To define your career path working with your development manager and training team, growing your knowledge and learning new skills and channels within the business.
• 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.
• 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.
• Uphold the Capita and BBC values on a business and personal level

Location:

Belfast

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent