"Customer feedback is very important to ITV and we’re delighted to join some of the largest service suppliers in the UK in achieving industry recognition for the service we deliver. The team may be small in size but we are big on customer service and what better programme to receive unbiased feedback than the Top 50 programme "
Stephen Morris, Head of Viewer Services, ITV ITV Viewer Services was born out of a consolidation of small regional ITV duty offices located throughout the UK, supplying viewer services operations to regional ITV channels. In 2003 ITV decided to unite the regional duty offices into a single operation supplying customer services to all ITV viewers. The main function of the team is to manage ITV viewer enquiries and escalations regarding ITV programmes, scheduling and engineering faults. In many cases the team will manage the escalation through to senior executives or they will act as a reception service for other departments and pass the enquiry over to the appropriate team. The team pride themselves on going the extra mile for our viewers and we will always try to find a solution regardless of the topic or nature of enquiry and even when they have sometimes called the wrong channel. The team are required to be dynamic in their approach to all scenarios as, in a live TV environment; anything can happen that could provoke a viewer response. Located in the Midlands the team consists of 19 very experienced ITV employees with a combined ITV employment history of over 285 years. The team enjoy their role and are passionate about what they do and this is reflected in our retention figures as we have an average of 15 year’s retention across the department. This team are true ambassadors for ITV, ensuring a first class service is delivered to our viewers. ITV and the TV industry is approaching a new dawn and Viewer Services is excited about the future and will be embracing the opportunities that will be coming our way. 
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ITV
