Customer Experience & Operations Executive

The Bbc; Camden Town; On-site; GBP 30,000; Full time

Job summary

A renowned media organization is looking for a Customer Experience & Operations Exec to enhance customer service and support operations. This role involves handling customer inquiries, managing service platforms, and providing administrative support. Ideal candidates will have strong communication skills, attention to detail, and a proactive mindset. Join a vibrant team and contribute to exceptional customer experience delivery.

Benefits

Genuine flexible working

Salary sacrifice pension scheme

Enhanced family leave policies

Private medical care

Employee assistance programme

28 days holiday + public holidays

Qualifications

• Previous experience in an administrative or customer service role.
• Friendly, positive, and collaborative working style.
• Curiosity for learning new things.

Responsibilities

• Respond promptly to customer enquiries via various platforms.
• Manage customer service platform and monitor reviews.
• Provide day-to-day administrative support across multiple teams.

Skills

Excellent written and verbal communication skills

Confidence using computer systems and tools

Strong attention to detail and accuracy

Natural problem-solving skills

Tools

Zendesk

Spreadsheets

CMS platforms

Social media tools

Job description

We're bringing our customer service function back in-house - and we're looking for someone to help us do it brilliantly. This new role will be pivotal in shaping how we support and communicate with our customers. As our Customer Experience & Operations Exec, you'll be the first point of contact for customer queries and the heartbeat of our internal admin support. You'll ensure our learners feel heard, supported and valued - while also helping the wider BBC Maestro team run smoothly day to day. You'll report into our CRM Lead (who manages all customer communications) and work closely with teams across marketing, product, operations and legal. It's a role for someone who loves variety, enjoys helping others, and takes genuine pride in delivering great service. Please note that salary is £30,000 per annum and you will be expected to work from our Kings Cross office 3-4 days per week. Your focus Customer Service (Core)

Responsibilities

• Respond promptly and professionally to customer enquiries via email, webform, social media and app store reviews.
• Manage our customer service platform (currently Zendesk, with the possibility of migrating to a new system soon).
• Monitor and manage responses on our customer review platforms, Reviews.io and Trustpilot.
• Ensure our FAQs and support documentation is accurate and up-to-date.
• Prioritise and escale issues to the relevant teams quickly and clearly, ensuring a smooth resolution for customers.
• Identify metrics, then track and report on customer service performance - highlighting trends and insights across the business.
• Maintain high standards of data protection and GDPR compliance.
• Identify and action opportunities to improve the customer experience, including through automation and AI tools.

General Admin Support

• Provide day-to-day administrative support across multiple teams, including marketing, operations and product.
• Assist with data entry, reporting, and content management tasks.
• Help maintain an organised, welcoming office environment – ordering supplies, coordinating deliveries, and keeping shared spaces tidy.
• Support team events, meetings, and other company activities.

You're proactive, organised and detail-oriented, with a naturally positive attitude and a professional demeanour. You're just as comfortable answering customer emails as you are pulling together a simple report or jumping in to help the team meet a deadline.

Qualifications

• Previous experience in an administrative or customer service role.
• Excellent written and verbal communication skills.
• Confidence using computer systems and tools – e.g. spreadsheets, CMS platforms, social media, and customer support software.
• Strong attention to detail and accuracy.
• Natural problem-solving skills and enjoys improving processes and making things run better.
• A friendly, positive and collaborative working style.An interest in BBC Maestro's content and a curiosity for learning new things.

BBC Maestro is an independent company within the BBC Studios group, offering inspiring online courses from world-class experts in their fields – from filmmaking and writing to cooking, music and beyond.

Why join

• Be part of a small, ambitious team making a big impact.
• Work in a fast-paced, creative environment with the backing of the BBC brand.
• Enjoy flexible working and a collaborative culture where everyone chips in.
• Play a key role in shaping how we deliver an outstanding customer experience to learners around the world.
• A great place to learn more about the different roles in a content-led tech company and launch your career or make a career move.

Benefits

• Genuine flexible working
• Salary sacrifice pension scheme
• Enhanced family leave policies
• Private medical medical
• Employee assistance programme via Spill
• 28 days holiday + public holidays