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Customer Support Representative

2 months ago

London, United Kingdom Kantar Media Full time

Job Title: Customer Service Representative

Location: London, Westgate

Salary: Competitive

Full time/Permanent/Hybrid working

Includes Weekends and evening hours


Do you live in North London and have Customer Care experience don't want to do any sales calls? then read on this exciting role could be for you.


Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies. Kantar’s 25,000 people based in more than 100 countries help the world’s leading organisations succeed and grow. Nobody knows people better than Kantar. We provide insight and inspiration to help our clients, our people and society to create and flourish in an extraordinary world.


Our media colleagues are expert in understanding the changing media landscape. This includes audience measurement, consumer targeting and in-depth intelligence into paid, owned and earned media. Their global coverage and local expertise enable clients to better understand media audiences and their relationships with brands to optimise investment.

You will be working across different projects to address the needs of advertisers, from TikTok, BBC, YouTube and Google – where we have pulled together all our latest thinking, our most up-to-date meters and our relationships with the online publishers such as Google and Facebook, and the result is something that we believe is the future of audience measurement.


Our Customer Service Representative are the key relationship holders between Kantar and our Origin and Screenwise panel members, delivering an excellent level of service and important support to our panel. In the role of Customer Service Support, you would work closely with our regional Solution Techs and all other teams to ensure a perfect client-centric service to our Panel.


Tasks & Responsibilities


  • Responding to incoming calls from panel members and recording the outcome of calls in the contact history database
  • Making outgoing calls to panel members to follow up on potential compliance issues or technical faults with the metering
  • Collaborating closely with technicians whilst in panel member homes to perform interactive tests and quality checks
  • Collecting information from technicians about the equipment in the panel members homes and updating a central database
  • Collaborating with Continuous Improvement (CI) agents to identify and address areas for change in the service
  • Providing support on ad hoc projects and initiatives
  • Conducting validation checks to identify any issues with data held against a home that could impact data processing
  • Work with the wider Origin team to ensure SLA’s (Service Level Agreements) and project deadlines are met


Your profile and key skills we are looking for


  • Communication - strong relationship building and communication skills with internal partners and panel members
  • Customer service - Polite and professional telephone manner with a positive work ethic towards problem solving
  • Teamwork - proactive and strong self-motivated teammate who is happy to lend a hand when needed
  • Problem solving - ability to work in a fast-paced environment with proven experience of working to deadlines
  • Performs tasks efficiently with a high level of accuracy
  • Good interpersonal and administrative skills with a focus on work being accurately prioritised and completed in a timely manner
  • Ability to multitask with a flexible attitude to work


Our offer


At Kantar we have an integrated way of rewarding our people based around a simple, clear, and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.


We go beyond the obvious, using intelligence, passion, and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us.


We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish in a space where their mental health and wellbeing is taken into consideration. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.


At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate because of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status, or any other legally protected characteristics.




Privacy and Legal Statement


PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies. For full details of our privacy policy please visit www.kantar.com