Responsibility for complaints handling and coordination for BBC News. Responsibility to liaise with editors, correspondents, channel controllers, legal, Press Office, editorial policy, information and policy teams, regional and national teams, BBC Trust, DG’s office, investigations and others as appropriate to draft and issue responses.Responsible for publishing and circulating responses internally accompanied by instructions on use and also to publish public-facing responses on the BBC complaints website where necessary.Responsible for "red flag" complaints, typically legally or commercially sensitive or made by a contributor or interested party to a story. Maintain daily phone and e-mail contact with BBC News and Capita, provide guidance + advice to both on issues raised by complainants, as well as meeting with journalists + editors personally when required, to discuss current and future issues regarding their output. Also attend a daily 10:30am team meeting to review press logs, communications diaries, daily complaints figures and media coverage of the BBC. Once fortnightly I am required to attend the 9:45am press office meeting that precedes this and then chair 10:30am meeting, outlining significant audience and press reaction to BBC programmes.

Started role with company as an Information Agent handling general enquiries about the BBC via e-mail. Progressed to the Escalated Complaints Team (ECT) dealing with written + transcribed phone-call complaints about the BBC + output that had been assigned to ECT for additional investigation. Reviewed BBC television + radio programmes to determine the accuracy + editorial merit of these complaints across a range of programme divisions. For news programmes I would find and review news scripts on internal BBC systems such as ENPS, then either issue a response or else refer the complaint to the BBC’s divisional advisers. Referrals included reasons for the referral along with my recommendation on next steps + included information on approximate or exact times with significance to the complaint, estimation on any particular difficulties requiring escalation to programme editors/staff + any other relevant information. I also participated in the recruitment process. Responsibilities included interviewing and grading applicants + supervision and assistance as they undertook assessment. I was then appointed to the role of Graduate Supporter, responsible for the development of new employees over a fixed period. Chief among the requirements was liaison with management, training and quality teams, providing updates on their progress. I regularly provided editorial, spelling and grammar assistance to new recruits as well as knowledge of BBC + programmes and policies. I was subsequently appointed to a team manager role, managing a team of approximately dozen agents working phone, e-mail, letter and BBC iplayer channels. I was responsible for team briefings, regular performance reviews for team members, performance feedback and administrative responsibilities within my team (documenting leave and sickness) and for the wider department, including liaising with senior BBC managers in Audience Services during TX of programmes where significant audience feedback was anticipated.