Complaints Executive
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Open to flexible working, 21 hours minimum
Start date: ASAP
We currently have an exciting opportunity for a Complaints Executive to help ensure that advertising standards are maintained and that ads don’t cause harm, offend or mislead those who see them.
You will manage a varied caseload of complaints about TV, radio, print, poster and online ads, making high quality and consistent assessments against the Advertising Codes. The job involves excellent communication skills, resolving some cases by negotiation with the advertiser and recommending others for full investigation. The issues you will encounter will include ‘hot topics’ such as gambling, alcohol, gender stereotyping , and advertising to children.
To be successful in this role you will be able to use initiative and research skills to analyse a range of information to make defensible decisions. Working in this challenging and fast-paced environment, you will demonstrate your ability to learn quickly and work autonomously, balancing competing priorities. In a community where sharing knowledge and ideas is valued, you must have an ability to collaborate effectively and develop strong relationships with colleagues and other stakeholders. It’s also essential that you are able demonstrate a commitment to providing good customer service and maintaining high quality standards in meeting our turnaround targets.
You might also find yourself developing specialist areas of knowledge or involved in a project that looks at a particular issue more widely. The role provides an opportunity for you to make a real impact by helping to protect consumers from misleading or irresponsible ads.
We will provide all the training you need on the advertising rules themselves to enable you to assess whether ads comply with them. So, whatever your background, if you're excited about the role we'd love to hear from you.
We have a culture that’s open, friendly and collaborative, with a real focus on making the right decisions in the right way and learning while we’re doing it. We welcome applications from all sections of the community, and we’re committed to being a diverse and inclusive organisation, both so we can represent everyone in the UK and so our own colleagues feel at home at work.
How to apply: If you are interested in applying for this role, please review the job description below and complete the online questions outlining how you meet the requirements of the role and how you can contribute to the success of the Complaints Team.
Successful candidates will be invited to the next stage of the recruitment process, which will involve a short video call, with questions based on your understanding of and suitability for the role, and a verbal ad assessment task, focusing on your analytical and reasoning skills. After this, the final stage for successful candidates will be an in-person interview at our office. If there are reasonable adjustments you would like to ask us to make at any stage of the recruitment process you are invited to, please contact us and we will aim to make them.
For the first month of training, you will be required to attend the office for your full contracted hours. Thereafter, in line with our hybrid working model, office attendance will be required 40% of your contracted hours.
The Company
We are the UK’s independent frontline regulator of ads by legitimate businesses and other organisations in all media, including online. We are authoritative and influential on ad regulation; the centre of expertise. The rules we administer and enforce are contained in the UK Advertising Codes, written by the industry Committees of Advertising Practice (CAP). To help maintain our independence from the industry that funds us, we are primarily funded at arm’s length by the Advertising Standards Boards of Finance (Asbof). Together, the ASA, CAP and Asbof make up the ASA system.
Our purpose is to make sure ads are responsible. Our ambition is to make sure every UK ad is a responsible ad. Our values are to be proactive, collaborative, accountable, transparent and decisive. We want external stakeholders to find us to be: independent in administering the Codes; evidence-based, proportionate, targeted and consistent; and reflective of society, not a social engineer.
We are passionate about what we do because responsible ads are good for people, good for society and good for business. They entertain and inform us, helping us to choose products and services. They fund the media, sport and culture we all enjoy. They can be a force for social good, encouraging us to contribute to good causes, make more responsible choices and stay safe. And they help deliver competition and power the economy. By making sure ads are responsible, we protect people from being misled, harmed or offended, helping them feel more confident in the ads they see and hear.
The Benefits
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