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Audience Engagement Specialist - Logging Agent

Job Title: Audience Engagement Specialist - Logging Agent
Contract Type: Temporary
Location: Belfast
Industry:
Salary: £8.50 per hour
Start Date: 2019-09-01
Reference: BBC1908
Contact Name: Blue Arrow Belfast
Contact Email: belfast@bluearrow.co.uk
Job Published: August 19, 2019 15:52

Job Description

We have a very fantastic opportunity for 5 Audience Engagement Specialists to work on a 3 month contract for one of the largest broadcasters in the world based here in Belfast.


Job purpose
:

Logging Agents are responsible for ‘logging’ (categorising) audience feedback received via webform. They must make sure cases are correctly logged in order to be reported on, and for responses to be sent. Accuracy, understanding, and attention to detail are essential.

 
Logging Agents work as part of a performance orientated team, meeting high quality and productivity targets.



Key responsibilities and accountabilities:
  • Read, understand, and categorise complaints, comments and appreciations received through the Complaints and Contact Us webforms
  • Summarise and categorise all letters received by Audience Services
  • Research effectively; use all the tools available including in house logging systems and information databases, Microsoft Office tools and the Internet

  • Meet or exceed quality and productivity goals working with both individual targets and as a team

  • Maintain strong media and current affairs knowledge

  • Communicate and share information in a proactive and productive manner

  • Ensure editorial content is compliant with standards and guidelines

  • Proactively contribute to Operational meetings

  • Be flexible in approach to day-to-day work tasks and working hours, to meet the changing needs of the service. Shifts will range from 07:45 to 20:30 across 7 days

  • Read, understand and comply with the 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

  • Uphold company values on a business and personal level
 


Qualifications/Skills Required
  • A minimum of 4 GCSEs (or equivalent) - English and Maths must be 2 of them
  • Highest standard of written English
  • A proven track record in using technology
  • Reliable and flexible; prioritises work and stays calm under pressure
  • Good current affairs knowledge
  • Quick learner
  • Experience in customer service (desirable)
 

Competencies:

Team Working: Cooperating with and respecting colleagues to exceed the sum of individual efforts.
  • Is aware of how their own performance impacts on the performance of the team.
  • Makes a positive contribution to the team and the business as a whole.
  • Builds rapport quickly with colleagues, so contributing to a positive team spirit.
 

Customer Service: Creating the best possible experience for clients and their customers.
  • Takes personal pride in providing a quality service to customers (either internal or external) to achieve targets.
  • Follows all business processes, policies and systems to deliver agreed customer service levels.
 

Communication: The ability to listen, express and articulate information effectively
  • In larger group meetings, demonstrates the confidence to actively listen, participate and make a constructive contribution to the meeting.
  • Exercises judgement in selecting an appropriate form of written communication to get their point across i.e. email, letter, report etc.
  • Displays positive body language in communicating with others either on a one-to-one, or group basis.
 

Performance Management: Delivery of business objectives through effective setting of personal and team goals.
  • Takes ownership and responsibility for their personal performance targets.
  • Reflects on own performance and learns from their mistakes, seeing these as an opportunity to improve performance in the future.
 

Results Focused: Getting the job done in an efficient way through effective time, task and financial management.
  • Prioritises own activity and is methodical in carrying out their work.
  • Is flexible, coping well with unpredicted changes to get the job done.
  • Stays calm under pressure.
  • Fully participates in project teams when asked.
  • Carries out their work effectively so individual and team targets are met.
  • Reports any issues that may impact on business and financial performance to their Team Leader.
 

Innovation & Continuous Improvement: Constantly seeking to improve the way business is done through analysis, creativity, problem solving and change initiatives.
  • Suggests ideas to improve process, customer service, quality and safety.