Serco has been awarded a contract to provide BBC Audience Services for a minimum of five years following a competitive tender process.
The contract has a 5-year base period and three one-year option periods, with an estimated total value of approximately £40m if all options are exercised.
Through a team of contact centre staff, Serco will provide a range of services including answering enquiries from the public on programmes and services; capturing valuable audience feedback to inform decision making; taking donations on behalf of the Radio 4 Appeal and the Lifeline Appeal; managing the initial stage of the corporation’s complaints process and attracting audiences to studio recordings of shows.
The contract will begin in April 2026.
Antony King, Managing Director of Citizen Services at Serco, said: "We are delighted to have been selected to support the millions of people who enjoy the BBC every day. We will introduce new ways for audiences to interact with the broadcaster, to ensure everyone can access the right support when they need it.”