BBC Audience Services Customer Engagement Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Responsible for delivering world class audience engagement experiences and customer service. Responsible for working as part of a performance orientated team focusing on offering exceptional and efficient customer service support and information to BBC viewers and listeners.
Job title:
BBC Audience Services Customer Engagement SpecialistJob 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:
BelfastUnited KingdomTime Type:
Full timeContract Type:
PermanentRequired Experience:
Unclear Seniority
Key Skills
- Criminal Justice
- Account Payable
- Economics
- Front End
- Facilities Management
- Domestic
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