Access Services Coordinator
Access Services Coordinator
Access Services
12-month FTC | Full-time, shift-based work
Office location: Remote
The team
ITV Access Services provides subtitles for a wide variety of content for TV broadcast and for streaming platforms. We have a team of Subtitlers and Audio Describers from all over the UK with diverse interests and backgrounds and we pride ourselves on providing top-quality access services, for both live and recorded programmes. All of our team work from home, including being trained remotely on all aspects of the job by subject experts within a supportive framework. From Love Island to Loose Women to Coronation Street, the team works hard around the clock to ensure accessibility for all our viewers. ITV is for everyone and our team helps make this a reality.
The role
We are looking for an Access Services Coordinator to join our Access Services Team. This role works to ensure that all subtitling and audio description for the client is delivered to meet or exceed target contracted levels.
The team works from early morning to late evening, seven days a week, 365 days a year, so you will have to be comfortable with working evenings and weekends as part of a 37.5 hours a week rota pattern.
Key Responsibilities
- The successful scheduling, allocation and delivery of access services jobs.
- Provides information and guidance to the Access Services production teams for subtitling and AD.
- Liaises with Scheduling and Operations teams to ensure successful scheduling and delivery of all Access Services jobs.
- Liaises with the Content Operations teams and the Compliance teams to understand media delivery timescales to support Access Services planning and allocations.
- Liaises with Production teams to gather materials for Access Services production.
- Liaises with Playout providers to ensure successful scheduling and delivery of all Access Services jobs.
- Helps to ensure that service levels are met or exceeded, and that reporting requirements are fulfilled.
- Escalates issues and problems in a timely manner.
- Supports the investigation and response to complaints or enquiries.
- Participates fully in a continuous process of performance improvement.
- Participates in the training of new ITV staff.
- Understands all relevant operational workflows, software and systems, including details of interfaces and handoffs with clients and other third parties.
- Contributes to the Health & Safety and regulatory compliance of the organisation by identifying and correcting or escalating any matters of concern appropriately.
- Ensures Business Continuity and Disaster Recovery Plans are well understood.
- Any other duties that may be required by management from time to time.
Please note that the co-ord roles are about to be changed, so there may be some differences in the roles and responsibilities, but the general purpose of the role is the same.
Skills you’ll need (minimum criteria)
- Demonstrable experience in a service delivery role is essential
- Excellent writing, presentation and interpersonal skills are essential.
Other things we’re looking for (key criteria)
- Must have excellent attention to detail and have excellent planning and organisational ability.
- Must be able to communicate effectively internally and externally.
- Must demonstrate good levels of emotional intelligence, collaboration and professionalism.
- Must have a strong commitment to diversity and fairness in the team.
- Must be proactive in tackling difficult issues and in identifying opportunities for improvement.
- Knowledge and understanding of the UK Access Services industry is desirable.
- Knowledge and understanding of the global TV and Media industry is desirable.
