Customer & Viewer Service Agent - Birmingham, United Kingdom - ITV Jobs

ITV Jobs

Verified Company

Birmingham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer & Viewer Service Agent

Viewer Support

Six Months FTC

Office location:
ITV Gas Street, Birmingham

Hiring range:
£23,500

Your work matters to millions.
Shaping culture is in the DNA of ITV.

So, it's not surprising that you'll find us in every home in the UK, our productions are famous all over the world and we're at the forefront of the digital streaming revolution.

When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact's felt in the business, but big enough that your impact reaches millions of people.

Come develop your skills, change TV and the course of your career. Don't just watch it. Be part of it. Join ITV.

Your impact sends ripples.

The team
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.

Responsibilities include:

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.
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.

Skills you'll need (minimum criteria)

Ideally 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 manner.
Ability to show an appreciation of issues raised by viewers with the ability to promote a caring and informative service.
Excellent IT and administrative skills.

Other things we're looking for (key criteria)

Ability to multitask and prioritise work effectively with a

- flexible approach.

Ability to work flexible 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.

ITV is for everyone.

Because those who make an impact deserve to be rewarded for it.

ITV offers some great rewards and benefits including:

Flexible working with a range of options
Generous holiday allowance, plus you can buy more
Annual bonus opportunity
Competitive pension contribution
Save as you earn with an opportunity to buy ITV shares
Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

More about our benefits
**Closing date 23rd November 2023