Customer Experience & Operations Executive in London

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’re a small, collaborative team doing big things at pace. It’s 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’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.

Your focus

• 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

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. We will be looking for someone who has:

• 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

As well as a supportive working culture, some of our benefits are:

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