Complaints & Service Advisor – Audience Services

About the role

The Complaints & Service Advisor supports Audience Services by managing complaints across BBC divisions. Working with an outsourced partner and internal teams, you will ensure audience issues are researched, logged, and responded to accurately and promptly.

Key responsibilities

• Provide advice to complaint handlers and the outsourced partner to achieve best practice, quality and consistency.
• Negotiate responses across programmes and departments when disagreements arise.
• Interpret and apply BBC Editorial Guidelines, Ofcom regulations, and escalation procedures.
• Research, coordinate and draft replies and guidance for audience issues and complaints.
• Maintain relationships with divisional, press, and external contacts to ensure accurate and effective communication.

Required profile

• Strong understanding of BBC Editorial Guidelines and Ofcom requirements.
• Excellent customer‑service orientation and judgement when drafting replies.
• Ability to work collaboratively with internal teams, independent productions and senior commissioners.
• Effective communication and negotiation skills across multiple levels of the organisation.

Required skills

What we offer

• Salary range £35,000‑£37,500 per annum plus London weighting.
• Hybrid working arrangement in London.
• Fixed‑term contract until 27 March 2027 with potential for flexible working discussions.