Hybrid Customer Engagement Specialist

at Capita

• Job title: Customer Engagement Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Belfast, United Kingdom

About the role

• Customer Engagement Specialist at BBC delivering audience support and enhancing viewer experiences through various communication channels.

Responsibilities

• Deliver world-class audience engagement and customer support within a high-performance team.
• Dedicated to providing viewers and listeners with efficient, and expert information to enhance their experience with the BBC.

Requirements

• 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.
• 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.
• 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.
• Uphold the Capita and BBC values on a business and personal level.

Benefits

• Health insurance
• Paid time off
• Flexible working hours