Overview
IPSO – the Independent Press Standards Organisation – is the regulator of most newspapers, magazines, and digital news in the UK. We are a small but influential and high‑profile organisation with a clear and important purpose. We place a strong emphasis on personal development for staff and provide excellent training opportunities and a supportive work culture.
About the role
The Complaints Officer reports to the Heads of Complaints and works closely with the Systems department. The purpose of the position is to handle complaints made to IPSO in a personal, authoritative, and efficient manner and to assist in the operation of IPSO’s pre‑publication and privacy notice services.
This role is for someone who is articulate and efficient, with excellent communication and analytical skills, and an interest in news and how it is regulated.
The company provides a well‑structured and stimulating programme of progression: starting with drafting responses to complainants whose complaints are not being taken forward, progressing to investigating complaints, drafting rulings for external publication, and mediating between complainants and publications. The role also includes staff training on a rota basis for the pre‑publication and privacy notice services, which provide 24‑hour confidential advice to editors and journalists on matters relating to the Editors’ Code and on protecting members of the public and public figures from potential intrusion and unwanted press attention.
Responsibilities
- Reviewing and investigating complaints to determine whether they fall within IPSO’s remit and raise a potential breach of the Editors’ Code of Practice;
- Drafting recommendations for the consideration of the Complaints Committee;
- Providing efficient, compassionate and effective pre‑publication and privacy notice services.
Skills and experience
Efficient, effective and empathetic, the right candidate will have a strong analytical ability that they can convey both verbally and in writing. You will have excellent writing skills and experience of drafting important documents to a high level. You will also have experience dealing sensitively and professionally with people from a range of backgrounds.
Complaints Officers are trusted with a high level of autonomy, so demonstrable time‑management and organisational skills are required.
A personal interest in current affairs and the news industry is a must; a degree or qualification in this area is not required.
What we can offer you
This role is highly engaging and interesting – with no two days being the same. It offers great development opportunities, alongside the opportunity to raise press standards by dealing with complaints made against a variety of newspapers and magazines.
There is a competitive starting salary of £41k, plus another £2k after 24 months of service. You’ll also receive an additional £1,145 on‑call allowance after the relevant training has taken place, 25 days of paid annual leave plus a holiday buy and sell scheme, and excellent additional benefits including season ticket loan, cycle‑to‑work scheme, private GP service and, once probation is completed, free fitness membership.
The role is full‑time, and IPSO offers hybrid working to all staff. All staff work two core days (Tuesdays and Wednesdays) in our Central London office. New staff may be asked to come in for additional days while they familiarise themselves with the organisation.
Commitment to diversity and inclusion
IPSO values that people are different and believes that representing the diversity of the society in which we work is fundamental to our goals of protecting people and promoting freedom of expression. We are committed to promoting a fair and inclusive workplace where all our people can flourish and reach their full potential. We strongly encourage applications from a wide range of people regardless of age, disability, sex, sexual orientation, gender (identity, expression or reassignment), marriage or civil partnership, pregnancy or maternity, race (colour, nationality, ethnic or national origin), religion or belief and socio‑economic background.
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