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The Operations team within Interactive is a small, process-driven team responsible for ensuring all ITV interactive competitions and voting are opened, closed, resolved and audited with complete accuracy. We work closely with各 teams across Interactive as well as Compliance, Customer and Viewer Services, Legal, Scheduling to studio production companies to provide a simple, issue-free experience for viewers.

This role entails…

The Operations Coordinator is responsible for following the processes for day-to-day preparing, testing, monitoring and reporting of all ITV interactive competitions and votes, across telephony, mobile and online platforms.

The Operations Coordinator assists the Operations Support Managers with ongoing and new projects for Interactive, ensuring a user experience that meets ITV quality standards. This role also involves managing the picking, contacting and duty of care for competition winners.

This role requires some early mornings, evenings and weekend cover to support live competitions and 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 associated documentation to reflect current business practice.
• Picking winners for ITV competitions using approved tools and thorough processes, and contacting winners, which may involve being filmed or recorded with a Presenter for use on ITV shows and/or itv.com/win.
• Gathering prize fulfilment information and personal data and handling it within 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, including responding to on-air actions and monitoring live platforms (evening and weekend work may be required).
• Quality assurance of services (including mobile and telephony portals) prior to broadcast, 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 (in- and out-of-hours) according to operational checklists.
• Planning and liaison with the ITV Customer & Viewer Services team to address customer queries regarding ITV Competitions and Voting.
• Reporting and follow-up with suppliers, internal teams (Management, Sales, Technology) and external partners (production companies, technology partners, Interactive Sponsors).
• Daily gathering and monitoring of each competition event in preparation for internal and external Audit reviews.

Qualifications and skills

• A consistent high standard of attention to detail; sign-off of competitions and votes requires error-free work before going live to the public.
• Ability to stay calm under pressure in a live service environment and respond to fast requests and changes, while meeting deadlines.
• Experience handling personal data and working with GDPR and Data Protection guidelines.
• Team player with strong collaboration skills; comfortable with video calls and working non-standard hours.
• Ability to manage and prioritise own workload and work remotely or in the office.

Additional information

ITV strongly encourages applications from candidates with a disability and, as a Disability Confident Leader, if you meet the minimum criteria for a role and declare you have a disability, we will guarantee you’ll reach the next stage (minimum criteria apply).

Key role criteria

• Highly organised and process-driven; able to define, document and implement processes from scratch.
• Effective communication within the team and with stakeholders; handling viewer-facing matters.
• Excellent time management with ability to meet strict hourly deadlines.
• Problem-solving skills and ability to make decisions in isolation during escalation procedures outside office hours.
• Knowledge of digital television and interactivities; understanding of relationships between broadcasting and suppliers.
• Experience of broadcast telephony services.
• Familiarity with fast-moving, changing environments; integrity and alignment with ITV values.

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

Application tip: Please attach a cover letter detailing why you meet the criteria, why you want to work for Interactive and your passion for TV and ITV. This helps gauge your personality and motivation for the role.

Location notes: Nuneaton, London, Surbiton, Uxbridge, Hammersmith and other UK locations have been listed in the original description, but these are not essential to the refined content of the role.