Office and Complaints Support Assistant

3 weeks ago

London, United Kingdom IPSO (Independent Press Standards Organisation) Full time

The Independent Press Standards Organisation (IPSO) is looking to recruit a personable, articulate and efficient individual to join its Systems team.

**About IPSO**

The Independent Press Standards Organisation (IPSO) is the independent regulator for the majority of the newspaper and magazine industry in the UK. We hold newspapers and magazines to account for their actions, protect individual rights, uphold high standards of journalism and help to maintain freedom of expression for the press.

All members of the press have a duty to maintain the highest professional standards. The Editors’ Code of Practice sets the benchmark for editorial standards, balancing freedom of expression with protection of other individual rights. The Code enshrines the industry’s commitment to the highest professional and ethical standards, to which it has made a binding commitment.

In a friendly and fast-paced organisation, you will have the unique opportunities to observe the newspaper, magazine and digital news industries and to contribute to IPSO’s mission to uphold high editorial standards at regulated publishers.

The role will include being responsible for answering all incoming calls. You will need to be confident when dealing with members of the public on the telephone to advise them on IPSO’s services and the Editors’ Code of Practice, referring them to Complaints staff for assistance where appropriate. The role also requires assisting with documenting, acknowledging and progressing new complaints using IPSO’s web-based bespoke database, documenting work accurately and completely.

IPSO is committed to supporting individual career development and all vacancies are advertised internally to give staff the opportunity to develop their careers. A number of our line managers and senior management team, including our Chief Executive, have benefited from internal promotions.

**Job Purpose**

The purpose of the Office and Complaints Support Assistant position is to administratively support IPSO’s complaints and administrative functions in a personal, authoritative and efficient manner, in line with agreed protocols and timescales.

**Overall Role and responsibilities**

**Main call handling**

You would be the main call handler responsible for answering all incoming calls and forwarding or taking messages where appropriate. You would ensure that out of hours messages are set correctly and changed accordingly for bank holidays, staff training days etc.;
Over time and with training you would be expected to advise members of the public calling in about IPSO’s services and the Editors’ Code of Practice, referring them to Complaints staff for assistance with more complicated calls.

**Complaints support**

The administrative support work for the Complaints team is all be done using IPSO internal bespoke Complaints Database which you would be provided with full training on. The Complaints Database would be used daily for the tasks below:

- You would assist with logging and acknowledging all new complaints, in accordance with agreed procedures and timescales;
- You would ensure that data recorded on IPSO’s database regarding complaints matters is accurate and complete and take on general administration of database records;
- You may also be required to record and respond to correspondence relating to complaints matters in line with agreed procedures.

**Admin and general office support**

You will be responsible for incoming and outgoing post. Scanning and logging incoming letters and printing, franking and sending outgoing letters.

You would be expected to undertake any administrative tasks and support that may be required by the Office Manager. This could include ordering office supplies, booking couriers, assisting with recruitment;
You would be expected to provide general administrative assistance to the office as required which could include sending bulk mail outs, putting documents together, filing, photocopying etc.

You would be expected to undertake any ad-hoc administrative tasks as requested by the Head of Systems;
Seek ways of improving the resilience, security and efficiency of all the systems related to IPSO’s work.

**Personal specification**

Good telephone manner and personal manner, for handling both incoming and outgoing calls.

Good written English skills for day-to-day correspondence.

Empathetic and positive approach to members of the public, who may include vulnerable people.

Good interpersonal skills, with the ability to deal with people of all levels with confidence and respect and to work well as a member of a team.

Basic competence in Microsoft Office suite, including Microsoft Word and Excel (no advanced skills are required).

Well organised, methodical attention to detail, and the ability to cope with conflicting priorities.

Strong team-working skills and the ability to foster excellent working relationships with colleagues in an atmosphere of trust and mutual support.

**Gene

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