Customer & Viewer Service Agent

Streaming, Interactive and Data

FTC: 12 months

Office Location: ITV Gas Street, Birmingham

Closing Date: 21st February 2023

Why you should join us…

We connect with millions of people every day, make content they can't get enough of and reflect and shape the world we live in… and we do all this through the power of creativity.

We will be a digitally led entertainment and media company that creates and brings brilliant content to audiences, wherever, whenever and however they choose.

Simply put, as a Media and Entertainment brand at heart, we are people-focussed and place a huge emphasis on innovation. Our culture is everything to us and our engineering team power the platforms for our stars on screen to shape the future.

ITV is undergoing a major digital transformation and is launching a brand new streaming service in Q4 2022, called ITVX. The launch of ITVX is just the start, and we have ambitious plans to further develop and improve ITVX across 2023 and beyond. This role will be responsible for programme managing the delivery of the ITVX priorities and objectives.

We are currently looking for a Customer & Viewer Service agent to join the viewer services team. In this role, you will work on a rostered shift pattern responding to and managing viewers & Customer contacts across various channels ( Voice / Social / Email). You will be responsible for supporting and providing resolutions to Customers & viewers with any competition/voting enquiries. The role also includes providing support for any ITV viewer enquiries.

Key responsibilities:

• Dealing with all contacts in a timely and professional manner whilst promoting excellent communication skills.

• Ability to liaise with the general public and broadcast professionals in an articulate and confident manner.

• Ensure all viewer comments, enquiries and complaints are logged correctly.

• Keep up to date with the latest services and products offered by ITV.

• Confidently be able to talk through troubleshooting steps for all of our products and ensuring viewers have been given all of the relevant information before escalating any issues.

• Provide clear and informative information when escalating any issues to our technical teams and ensuring all the relevant steps have been taken before doing so.

• Attend regular meetings and courses.

• Adhere to all governance requirements.

• Undertake any other duties commensurate with the post or as requested by management.

• Knowledge sharing, support the learning of colleagues and peers particularly in instances whereby you are deemed to be the subject matter expert - E.g. Buddying, induction support, onboarding support, product expertise etc

• Working dynamically to provide feedback, both reactive and proactively via the knowledge base to promote understanding, improve diagnostics and enable first time resolution.

• Provide feedback to team members on any updates found.

To be considered for this opportunity you will need to demonstrate the following skills:

Minimum role criteria:

• The ideal candidate will have previous experience in a technical help desk environment.

• Well developed communication skills with the ability to listen to viewers

• Ability to deal with difficult calls from aggressive or upset viewers in a calm, collected and professional manners.

• Shows an appreciation of issues raised by viewers with the ability to promote a caring and informative service.

• Excellent IT and administrative skills.

ITV strongly encourages applications for this role from disabled people and as a Disability Confident Leader if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee you’ll get to the next stage* (minimum criteria above).

The Key role criteria is as follows:

• Ability to multitask and prioritise work effectively with a flexible approach.

• Enjoys flexible working hours.

• A team player with a cooperative approach to colleagues.

• Adaptable to changes in processes and procedures.

• Seeks and values the contribution of others.

• Be 100% compliant with all governance.

We're happy to discuss any support/personalisation you may need during our application & selection process as part of our reasonable adjustments approach. So we encourage you to get in touch with us if you require anything... our email is talkingcareers@itv.com.

Closing Date: 21st February 2023

Salary: £21,000 per anum

Please note:

The above salary range is for internal guidance only, to assist colleagues in assessing their suitability for the role. The actual salary offered may be at any point within this range. The range does not represent a longer term salary commitment for the role.

We want to be the most flexible employer in Media. We offer Smart working and we will support you and provide you the right environment and work/ life balance

We reach millions of people everyday, that’s why having diverse talents and being an organisation where colleagues feel included is crucial to us. We have various networks who celebrate and support our colleagues. We try to embed an inclusive mindset in everything we do.
* There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.