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Job Details:
Company name : BBC
Position Name : Audience Feedback Manager – 6months attachment/FTC (part time)
Location: London W12
Job ID : 7b3d52a9991a5c37
Description : Job Introduction
BBC Studios is a global business of scale, able to fund, create, distribute and commercialise premium content for the BBC and other companies both in the UK and internationally. Working with the best writers, directors, and programme-makers, BBC Studios champions creativity, crafting over 2500 hours of content every year through eight production bases in the UK and production bases and partnerships in a further nine countries around the world. And that’s not all, BBC Studios are a committed partner to the UK’s thriving independent production community, as well as other broadcasters and digital platforms, delivering content that showcases the best of British and Global talent, stamped with the hallmark of quality. Our content encompasses a uniquely broad range of specialisms from Entertainment, Music, and Live Events to Natural History, Drama, Comedy, and now Children’s & Education.
As a result of internal progression, the Global Content Compliance team has an opportunity for an Audience Feedback Manager to join on a 6months fixed-term contract, three days a week.
The Audience Feedback Team are experts in predicting reaction through the experience of audience expectations and international cultural awareness. The team sits within Global Content Compliance. It safeguards the business against reputational harm and potential regulatory fines by working swiftly to investigate complaints and to use knowledge, judgement, and relationships to pre-empt negative reactions.
Main Responsibilities
As the Audience Feedback Manager, your responsibilities will include upholding the BBC Brand, its standards, and values by investigating, answering, and logging feedback in accordance with the BBC Complaints Framework. You will provide support to the Head of Audience Feedback to ensure audiences complaining about our channels and services receive timely and accurate replies.
Prioritise complaints that allege breaches of guidelines, escalating these to the Head of Audience Feedback and relevant teams within BBC Studios.
Liaise with colleagues across BBC Studios, ensuring that complaints about other areas of the business reach the appropriate teams.
Conduct accurate research, view programmes, make editorial judgments, and formulate replies on behalf of BBC Studios, suggesting appropriate courses of action for any necessary changes to be implemented.
Manage relationships with divisional and comms colleagues to ensure effective replies and avoid duplication and inconsistencies.
Keep abreast of regulatory and BBC guideline changes as well public service complaint replies, OFCOM rulings, and ECU findings.
Are you the right candidate?
At BBC Studios, we seek people who are passionate about who we are and what we do
You will possess exceptional verbal and written communication skills in order to respond to viewers and listeners when serious complaints are escalated.
You’ll have excellent editorial judgement, taking account of conflicting views where necessary. Being accurate, sensitive, and understanding the BBC Editorial Guidelines, BBC Complaints framework, and other regulatory guidelines for global territories (such as NICAM, the BCCSA and FPB (South Africa), MDA (Singapore), The Malaysian Content Code, ACMA (Australia).
Ability to understand audiences’ concerns and issues, to write clearly, accurately, and provide appropriate and timely responses.
Develop and maintain relationships at a number of levels across the BBC and with external partners/colleagues to provide advice and guidance.
Excellent planning and organisational skills, with experience of delivering to tight deadlines. Able to concentrate on several areas of work at one time, prioritising work and reacting positively to changes and conflicting priorities.
Knowledge of BBC Studios channels’ content, operational procedures, and commercial sensitivities, and using this skill to provide fulsome responses to viewers.
A passion for all of the BBC’s and BBC Studios’ output and a desire to move the organisation forward.
#youmaketheBBC
***Important: Interviews will be held on 17th and 18th February 2022
About the BBC
The BBC is committed to building a culturally diverse workforce and therefore strongly encourages applications from under represented groups. We are committed to equality of opportunity and welcome applications from individuals, regardless of their background. We strive to be the best British content company in the world, attracting the best creative talents in the business, so that we can bring premium quality award-winning programmes, content and brands to the viewer no matter where they are.
The BBC Group has set out the first in a new series of bold steps to transform our programming and better represent the public we serve. We have the biggest financial investment to on-air inclusion in the industry, together with our existing commissioning budget, we are committed to throwing open our doors more widely than ever to diverse stories and diverse storytellers. Together with a diverse workforce we will accelerate the pace of change in increasing diversity and inclusion both on and off air
To find out more about Diversity and Inclusion at the BBC, please visit our website.
Package Description
Band: C
Contract type: 6 months attachment / FTC (three days per week)
Location: 10 Hammersmith Grove, London
Working pattern: Hybrid working
We are really proud to share that we are a Level 2 Disability Confident Employer and so if you require any reasonable adjustments in order to apply please do contact us on resourcing@bbc.co.uk with the job reference in the subject. We advertise all our roles on Evenbreak, the specialist job board for disabled candidates
Flexible / agile working – opportunities across the business. We’re happy to discuss a formal flexible working pattern. 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 competitive salary package, a flexible 35 hour working week for work-life balance and 26 days (plus an additional day which is a Corporation Day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.
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