Complaints & Service Advisor

at  BBC

PACKAGE DESCRIPTION

Job Reference: 20867
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.
If you need to discuss adjustments or access requirements for the interview process please contact the reasonable.adjustments@bbc.co.uk. For any general queries, please contact: bbchr@bbc.co.uk.
Freelancers are eligible to apply for an internal role if they are on a Worker Contract and they have worked continuously for 6 months. If they have worked for less than 6 months continuously or have a break of 3 weeks or more between engagements, they must seek Divisional HR approval to apply for an internal role prior to submitting an application.
If they are unsure which contract they are on, they can speak to their booker or the HR BP, however if it helps - both a PAYE freelance or Modus Gross contract is considered a Worker contract and covered by the Worker terms found here.

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. Read about them here
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.

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.

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.

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
• Lawyer