BBC Audience Services Customer Engagement Specialist

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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

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