Complaints & Service Advisor (Media)

TL;DR

Complaints & Service Advisor (Media): Managing complaints across hirify.global divisions by coordinating with outsourced partners and internal teams with an accent on editorial guideline compliance and regulator requirements. Focus on drafting accurate responses, negotiating positions between departments, and ensuring alignment with the Press Office.

Location: London (Hybrid)

Salary: £35,000 - £37,500 per annum

Company

The hirify.global is a public service broadcaster dedicated to informing, educating, and entertaining audiences worldwide.

What you will do

• Advise complaint handlers and staff on best practices and response drafting to ensure quality and consistency.
• Apply editorial guidelines, manage escalation options, and identify 'red flagged' complaints.
• Research and coordinate detailed replies to audience issues while avoiding inconsistencies.
• Ensure appropriate responses are posted on the hirify.global’s complaints website.
• Liaise with divisional, press, and external colleagues to research and resolve viewer/listener issues.
• Provide data for reports and briefing research for external partners.

Requirements

• Excellent written and verbal communication skills for audience contact.
• Knowledge of hirify.global content, policies, editorial guidelines, and Ofcom requirements.
• Strong awareness of current news, political, and world events.
• Proven influencing and negotiating skills to challenge colleagues constructively.
• Experience in an audience-focused environment and collaborating with contractors.
• Must be based in the UK to support the hybrid model in London.

Culture & Benefits

• Flexible 35-hour working week.
• 25 days annual leave with an option to buy 5 additional days.
• Defined pension scheme and discounted dental, health care, and gym.
• Support for flexible working arrangements.
• Opportunities for excellent career and professional development.