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For Companies At a Glance
- Tasks: Deliver outstanding customer service and support across various teams.
- Company: Join BBC Maestro, a creative hub within the BBC Studios group.
- Benefits: Flexible working, private medical insurance, and 28 days holiday.
- Why this job: Make a real impact in a fast-paced, collaborative environment.
- Qualifications: Experience in customer service or admin roles with strong communication skills.
- Other info: Great opportunity to learn and grow in a content-led tech company.
The predicted salary is between 30000 - 42000 £ per year.
About BBC Maestro
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. We are a small, collaborative team doing big things at pace. It is a place where creative ideas move fast, where everyone rolls up their sleeves, and where we take real pride in delivering high‑quality learning experiences for our global audience.
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.
The Role
We are bringing our customer service function back in-house — and we are 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 will be the first point of contact for customer queries and the heartbeat of our internal admin support. You will ensure our learners feel heard, supported and valued — while also helping the wider BBC Maestro team run smoothly day to day. You will report into our CRM Lead (who manages all customer communications) and work closely with teams across marketing, product, operations and legal. It is a role for someone who loves variety, enjoys helping others, and takes genuine pride in delivering great service.
Your focus
Customer Service (Core)- 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 escalate 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.
- 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.
Requirements
About you – You are proactive, organised and detail‑oriented, with a naturally positive attitude and a professional demeanour. You are just as comfortable answering customer emails as you are pulling together a simple report or jumping in to help the team meet a deadline.
- 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.
Benefits
- Genuine flexible working
- Salary sacrifice pension scheme
- Enhanced family leave policies
- Private medical insurance
- Employee assistance programme via Spill
- 28 days holiday + public holidays
Customer Experience & Operations Executive employer: BBC Maestro
Contact Detail:
BBC Maestro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience & Operations Executive
✨Tip Number 1
Get to know the company inside out! Research BBC Maestro's courses and their approach to customer experience. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can go a long way in making a memorable impression and might even get you a referral.
✨Tip Number 3
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations or improve processes. Show them your problem-solving skills and proactive attitude!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our awesome team at BBC Maestro.
We think you need these skills to ace Customer Experience & Operations Executive
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let us know why you're excited about delivering outstanding customer service. Share any experiences you've had that highlight your love for helping others and making their day a little brighter.
Be Clear and Concise: We appreciate straightforward communication! Make sure your application is easy to read and gets straight to the point. Use bullet points if you need to, and don’t forget to proofread for any typos or errors.
Highlight Relevant Skills: Make sure to showcase your skills that align with the role. Whether it's your experience with customer service platforms like Zendesk or your knack for data management, we want to see how you can contribute to our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about BBC Maestro while you’re at it!
How to prepare for a job interview at BBC Maestro
✨Know Your Stuff
Before the interview, dive deep into BBC Maestro's offerings and values. Familiarise yourself with their online courses and understand what makes their customer experience unique. This will help you demonstrate genuine interest and show that you're ready to contribute to their mission.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've excelled in customer service. Highlight situations where you resolved issues or improved processes. This will illustrate your proactive approach and problem-solving skills, which are crucial for the role.
✨Be Ready to Discuss Tools and Tech
Since the role involves using customer support software like Zendesk, brush up on your knowledge of similar tools. Be prepared to discuss how you've used technology to enhance customer interactions or streamline operations in previous roles.
✨Emphasise Team Collaboration
BBC Maestro values a collaborative culture, so be ready to talk about your experiences working in teams. Share examples of how you've contributed to team success and supported colleagues, showcasing your friendly and positive working style.