Customer Support Manager

BBC Group and Public Services; London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Join BBC Studios as a Customer Support Manager, where you will oversee customer support across BBC.com and the BBC App. This hybrid role in London involves managing outsourced vendors, enhancing customer satisfaction, and leading performance reviews. You will play a vital role in shaping how customer service is delivered, ensuring alignment with BBC values.

Benefits

Flexible 35-hour working week

26 days holiday plus an additional Corporation Day

Defined pension scheme

Discounted dental, health care, gym

Excellent career progression opportunities

Qualifications

• Experience in managing outsourced vendor teams (BPOs).
• Strong cross-functional collaboration skills.
• Ability to handle customer complaints effectively.

Responsibilities

• Oversee customer support operations across BBC.com and the BBC App.
• Monitor KPIs and manage day-to-day performance of BPO partner.
• Handle escalations and support team training.

Skills

Process Optimization

Escalation Management

Vendor Relationship Building

QA Program Management

Job description

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Salary: If a range is being advertised: £45,000 - £55,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights

Location: Office Base is London (This is a hybrid role and the successful candidate will balance office working with home working)

ABOUT BBC STUDIOS

BBC Studios is a world-renowned content studio and channels & streaming business, powered by British creativity, with a reach that touches audiences in every corner of the globe.
We work with outstanding creative talent who are responsible for platform-defining shows from Strictly Come Dancing to Eastenders, Prehistoric Planet to Planet Earth III. The range and quality of our content is unsurpassed, creating critical and commercial successes and global phenomena. From BAFTAs to RTS Awards, BBC Studios is Britain’s most awarded production company and the only producer with three of the top ten shows on IMDB; we’re the home of bbc.com, the widest-read English language news website in the world; and the UK’s largest distributor of British content.

ABOUT THE TEAM

The BBC.com & App Customer Experience team supports millions of users engaging with BBC Studios' digital products across web and mobile platforms. This team ensures a consistently high-quality, brand-safe experience for global audiences.
We manage the operational performance and quality of customer support delivered by our Business Process Outsourcing (BPO) partners. Our work spans vendor performance, customer satisfaction, training, process improvements, and the seamless execution of escalation management. We take pride in building a customer-first approach rooted in the BBC’s values, ensuring that every user interaction is effective, respectful, and representative of our world-class brand.

THE ROLE

We are looking for a Customer Support Manager to join our team, responsible for overseeing customer support operations across BBC.com and the BBC App.
This newly created role presents a unique opportunity to shape and evolve how we manage outsourced customer service. You will play a key role in managing day-to-day performance of our BPO partner, ensuring excellent customer satisfaction, monitoring KPIs, and leading key business reviews. You will also handle escalations, support team training, and drive strategic engagement across global stakeholders.
This is a hybrid role based in London, with dual reporting lines into London and New York, and requires strong cross-functional collaboration and vendor management experience.

WHAT DOES IT TAKE?

ESSENTIAL CRITERIA:

• Process Optimization – Identifying inefficiencies and streamlining workflows across internal and vendor teams.
• Escalation Management – Handling and resolving high-level customer complaints or vendor issues.
• QA Program Management – Overseeing quality processes and feedback loops. Super important for customer happiness.
• Vendor Relationship Building – Fostering a collaborative and accountable partnership between BBC and Ibex.
• Demonstrated experience in leading customer support operations at scale, including managing outsourced vendor teams (BPOs), setting performance targets (KPIs), and delivering continuous service improvements.

DESIRABLE CRITERIA:

• To drive customer satisfaction by ensuring high-quality support experiences that reflect BBC’s brand and values.
• To foster a culture of operational excellence and continuous improvement within the BPO partner’s support teams.
• To protect the BBC’s reputation by handling sensitive or high-risk escalations with care, professionalism, and brand integrity.
• To enhance vendor relationships and align them with the BBC’s strategic goals through regular engagement, training, and performance reviews.
• To contribute to the evolution of customer support operations, workflows, and tooling, helping to shape a scalable support model.

LIFE AT BBC STUDIOS

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours here .

The BBC is committed to building a culturally diverse workforce and therefore strongly encourages applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from individuals, regardless of their background. More information on our D&I plan can be found here .

BBC Studios puts sustainability at the heart of everything we do both onscreen and offscreen, including delivering against the BBC Group’s science-based Net Zero targets. More information on sustainability at BBC Studios can be found here .

WHAT WILL YOU GAIN FROM WORKING AT BBC STUDIOS?

• We offer a competitive salary package
• Flexible 35-hour working week for work-life balance
• 26 days holiday (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
• Excellent career progression – access to courses, webinars, workshops and the opportunity to work in different areas of the organisation

NEXT STEPS

We appreciate your interest in this position and understand how important this opportunity is to you. Due to the high volume of interest we may need to close the application period earlier than anticipated. This step is necessary to ensure we can provide a high level of attention and service to all applicants. Thank you for your understanding.

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.

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.

BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: 01420028, registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.