Direct Marketing Commission - Enforcing Higher Industry Standards

Data & Marketing Commission | Enforcing Higher Industry Standards

Vacancy – Independent Complaints Assessor

25th May, 2022 at 10:44am

Independent Complaints Assessor

Location: Working from home/remote working.

Commitment: Ad hoc arrangement on a case-by-case basis

Daily rate: £400 plus reasonable expenses

Closing Date: end July 2022

The Data & Marketing Commission (DMC) is the body which oversees and enforces the Data & Marketing Association (DMA)’s Code.  The Code and DMC are there to give effective protection to recipients, users and practitioners of the data driven marketing sector. It aims to ensure companies observe the highest standards of integrity and trade fairly with their customers and with each other.  This is achieved by investigating complaints and identifying trends in data driven marketing that might raise issues for consumers and the sector.

The DMA are looking to appoint a new Independent Complaints Assessor (ICA).  The term would be for three years, renewable once.

Historically the DMC has adjudicated against complaints about DMA members only but it is now in the process of becoming an Independent Monitoring Body for the Information Commissioners’ Office following approval of an industry GDPR Code.

The DMC also has a further extended remit in support of the Advertising Standards Authority (ASA) with complaints by consumers in relation to data and in particular Legitimate Interest and related matters.

The IAC is appointed by the Board of the DMC following an open recruitment process and recommendation made by a panel chaired by a person independent of the DMC.

Duties

The Independent Complaints Assessor can consider complaints about the standard of service provided by the Data & Marketing Commission (DMC).  This covers the practical handling of a case – but not disagreements about its outcome.  There is a separate service for appealing case rulings and sanctions.

The ICA will be the final arbiter of complaints about the level of service provided once the DMC has had a reasonable chance to respond to a service complaint.  The ICA will prepare reports on the findings, tailored to the circumstances of the complaint and where appropriate make recommendations for redress.

Qualities

The ICA will have experience of investigatory case handling, perhaps in a legal environment, or in a dispute resolution, regulatory or public body.  Experience of ombudsman work and complaints handling is not essential but would be an advantage, and the ICA should have worked in an environment which prices itself on customer service excellence.

A full Job Description is available on request.  Applications to suzi.higman@dmcommission.com.