Operations Coordinator, Interactive

The Role

About the Interactive Department and Operations Team…

Interactive is a wonderfully unique department made up of a highly skilled team of people dedicated to creating, running and promoting all competitions and viewer voting across ITV shows.

The Operations team within Interactive is a small process driven team responsible for making sure everything is opened, closed, resolved and audited with complete accuracy.

It is our responsibility to make sure our viewers that choose to interact with us through competitions and voting have as simple and issue-free experience as possible. To achieve this we work closely with all the teams that make up Interactive as well as internal and external stakeholders from Compliance, Customer and Viewer Services, Legal, Scheduling to studio Production companies.

This role entails…

The Operations Coordinator is responsible for following the processes for the day-to-day preparing, testing, monitoring and reporting of all ITV interactive competitions and votes. With cross use of multiple platforms serving telephony, mobile & online mechanisms to our viewers.

The Operations Coordinator is responsible for assisting the Operations Support Managers with ongoing and new projects for Interactive and ensuring a user experience meets ITV’s quality standards. As well as managing the picking, contacting and duty of care for our lucky competition winners.

This role does require some early morning, evening and weekend cover, to be able to support live competitions and ITV’s shows with editorial affecting viewer voting.

Key responsibilities:

• Planning & liaison of all operational aspects of Interactive projects with mobile, fixed line telephony and online suppliers. - Operational aspects include integration, testing, live service management and reporting.
• Constantly review and maintain operational processes and accompanying documentation, ensuring they are kept relevant and reflect up to date business practice.
• Picking winners for ITV competitions using our approved tools and thorough processes, and contacting winners, which may occasionally involve being filmed or recorded with one of our Presenters for use on ITV shows and/or on itv.com/win.
• Gathering prize fulfilment information and personal data and handling it within the GDPR and Data Protection Guidelines.
• Supporting live interactive and viewer participation events such as I’m a Celebrity Get Me Out of Here!, Big Brother and Live TV Ad competitions among others. This includes responding to on-air actions and monitoring live platforms for issues, either independently or as part of a team (as mentioned above, evening and weekend work may be required).
• Conducting quality assurance of all services (including mobile and telephony portals and set up) prior to broadcast, in collaboration with the Service Delivery team and ITV Interactive Producers.
• Reporting on problems with live services, monitoring supplier SLAs and creating Incident reports.
• Troubleshooting, fault resolution and escalation (both in and out-of-hours) according to agreed operational checklists.
• Planning and liaison with the ITV Customer & Viewer Services team to address customer queries in regards to ITV Competitions and Voting.
• Reporting and follow-up with suppliers, internal (Management, Sales, Technology) and external (production companies, technology partners, Interactive Sponsors).
• Daily gathering and monitoring of each competition event in preparations for our internal and external Audit reviews.

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

Minimum role criteria:

• A consistent high standard for attention to detail. As we are the last team that signs off competitions and votes it is key that we have checked that there are no errors or inconsistencies before it goes live to the public.
• Ability to remain calm under pressure within a live service environment and be reactive to fast requests and changes, as well as delivering to a deadline. Things don’t always go to plan and with live TV things can change quickly, so it’s important that the Operations team remains calm and works logically to adjust or resolve the situation.
• Experience with handling personal data or sensitive information and dealing within the GDPR and Data Protection guidelines.
• Team player, someone who is highly collaborative and has experience working in a well established team. We spend a lot of time on video calls and working out of the normal 9 to 5 hours, so it’s important for the team to get along.
• Ability to manage and prioritise their own workload and be responsible for completing everything while working remotely or in the office.

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

The Key role criteria is as follows:

• Highly organised and process driven, including ability to define, document and implement processes from scratch.
• Strong, effective and informative communication skills when collaborating within our team, engaging with the wider department and handling customer (viewer) facing matters.
• Excellent time management skills, with a proven ability to consistently meet strict, hourly deadlines.
• Ability to solve problems including the ability to make key decisions in isolation (e.g. during escalation procedures outside office hours).
• Knowledge of digital television and television interactivities.
• Understanding of, and ability to balance, the relationship between broadcasting and suppliers.
• Experience of broadcast telephony services.
• Familiar with working in a fast moving and changing environment.
• Integrity and the ability to defend ITV values with a passion for TV & ITV.

Please note: Start times are subject to change. This will entail working from home, from a designated studio or from the office to include early mornings and weekend shifts.

As part of your application, we would like to strongly encourage you to attach a cover letter detailing why you feel you meet the criteria of the role, why you want to work for Interactive and your passion for TV and ITV. This is important for those in the Operations team, as it can help us to gauge your personality and what is driving your interest in working with us.