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Key Responsibilities and Accountabilities

• Where relevant, to line manage team resources, allocate work and monitor workflow across the team
• To ensure self and team resources are following clearly defined processes delivering answers to queries and services in line with defined SLAs
• To ensure collaboration across Specialist Teams/Service Centre to deliver services and promote a culture of continuous improvement
• To act as a point of escalation for complex queries and requests received by the team, ensuring they are either resolved or managed appropriately
• To raise and review repeated problems or issues and set plans and resources to resolve them; or set out proposals and options to improve
• To support projects being delivered by BBC People, ensuring team resources are correctly managed
• To work in partnership to improve the customer experience through the analysis of case load, identifying trends and undertaking improvement action
• To provide intelligent reporting to support and maximise business performance
• To work with leaders across the BBC HR to deliver and improve SLAs and thereby demonstrating added value to the business
• To foster a culture of service excellence, role-modelling this and coaching team to deliver customer care

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.

Please note: If you were to be offered this role, the BBC will conduct Employment screening checks which include Reference checks; Eligibility to work checks; and if applicable to the role, Safeguarding and Adverse media/Social media checks. Any offer made is conditional on these checks being satisfactory.

Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Recruitment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.

Redeployment

The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC 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.

Life at the BBC

At the BBC you can create and innovate in an inclusive environment while contributing to some of the world’s best loved content, and the BBC’s mission to inform, educate and entertain.

• Fair pay and flexible benefits including a competitive salary package, a flexible 35-hour working week, 25 days annual leave with the option to buy an extra 5 days, a defined pensionscheme and discounted dental, health care and gym.
• Excellent career and professional development.
• Support in your working life, including flexible working which you can discuss with us at any point during the application, selection or offer.
• A values-based organisation where the way we do things is as important as what we do.

Benefits may vary if you are joining on an FTC basis or on an orchestra conditions contract.

Learn more about life at the BBC and our values in our candidate pack.

Candidate pack

You belong

We have a working environment where we value and respect every individual's unique contribution, so all our employees feel that they can belong, thrive and achieve their full potential.

We want to attract the broadest range of talented people to join us. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

Find out more about diversity, inclusion and belonging in our strategy below.

Diversity, inclusion & belonging strategy

Disability confident

We are a disability confident employer. If you need to discuss adjustments or access requirements for the interview process, or to carry out this role, please contact us via email and we’d be happy to discuss:

Using AI in the recruitment process

At the BBC, we know that tools like AI can help you prepare, organise your thoughts and feel more confident when applying for a role. But what we're really interested in is you.

We want to hear about your experiences, your skills and what motivates you. The strongest applications are the ones that reflect your own thinking, achievements and perspective. So whilst you're welcome to use AI for support, we encourage you to make sure your application reflects your own voice and tells your story.

You will find more guidance about using AI in the recruitment process on our careers site below.

Read more about using AI in the recruitment process

BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: , registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.