Customer Service Advisor

21 hours ago

London Westgate, UK, United Kingdom myGwork Full time

This job is with Kantar, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

We're the world's leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Worldpanel provides brands and retailers with a unique, 360-degree understanding of consumer behaviour across the globe. We are shopper-centric, continuously monitoring the purchase and usage behaviour through the largest omnipanel in the world. With unparalleled datasets, pioneering technology and expert analysts, we partner with brands and retailers of all sizes, empowering them to reimagine what's possible, and change the landscape to create a better, healthier, more sustainable and inclusive world.

Job Details

Job Details

Job Title: Customer Service Advisor

Location: Westgate, London

Hours: 36.5 hours per week (1 in 4 Saturdays), Permanent Contract. Shifts available between 8.45am - 8pm, Mon-Fri. Hybrid working/Full Time/Permanent

Role Description

Panel Communications is the contact hub between Kantar Worldpanel and all our Panellists. We currently handle all the household details for 30,000 Panellists on Shop and Scan, another 30,000 on our newly launched Shoppix app, 15,000 on our Consumer Pulse panel, 6,000 on our Ireland panel and up to 6,000 households on our Screenwise panel.

Communicating with all these Panellists will be the role of Panel Communications, we will be making the contact via outbound calls and emails, most importantly we are there to answer any questions on the helpdesk. The business values the role of Panel Communications as it's important to help and support all our Panellists to complete their regular tasks, as this helps maintain the legitimacy of the sample size. You could imagine how inaccurate the data we hold would be if we didn't ensure all our Panellists were doing their role correctly.

Role Purpose

The Panellists are the life and blood of our business, we don't look at them as consumers, but more like a fountain of data which we want to maintain flowing. As a Panel Communications Advisor, your main role is to build and maintain the relationship between us and our Panellists. You will be responding to email queries and answering helpdesk calls, which will vary from someone who wants to take some time away from the panel or someone who wants to update their details. Our outbound contact is to remind our Panellists to complete their required tasks, or to see how they are getting on after signing up with us. You will need to provide the knowledge and care our Panellists expect, this won't be hard as we will make sure to you are fully prepared and equipped to do a great job.

Key Responsibilities
  • Troubleshooting devices - You will be given full training on all technology used by our Panellists. These devices sometimes need updates, or we might need to replace the device, all which can be easily done by you.
  • Responding to Emails - You will be expected to handle any email queries which come through our mailbox. You'll need to be thorough and quality should be your focus.
  • Reminders and Educating - These tasks range from completing surveys and questionnaires to ensuring they are conducting their tasks correctly. Sometimes our Panellists just need a gentle reminder and it's always a great opportunity for us to educate them about the importance of the tasks.
Preferred Characteristics
  • Professional - Attendance and attitude towards work is important to us, as we consider a high level of professionalism is required to complete the role to a high standard
  • Communication- . (Could we put this instead- Communication- Strong relationship building and communication skills with internal partners and Panel Members.
  • Hardworking - We are always looking for individuals who have an excellent work ethic. Don't shy away from pushing yourself and you will realise the fruits of your labour blossom endlessly. Instead Performs tasks efficiently with a high level of accuracy and get rid of hardworking.
  • Patient - There will be occasions you will need to guide somebody who's unfamiliar with technology. You will need to show patience and complete the job with a smile.
  • Proactive and Aware - The role will require for you to be able to understand the demand and volume and proactively move to the most demanding task. Your managers will tend to remind you but it's always great to see someone who's on the ball. ( instead we can put this Teamwork - proactive and strong self-motivated teammate who is happy to lend a hand when needed.
  • Customer service - Polite and professional telephone manner with a positive work ethic towards problem solving
  • Caring and Empathetic - It's important you can show a certain level of care and empathy towards our Panellists
  • 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
What you'll get from us
  • 25 days annual leave (excl. bank holidays), plus your birthday off
  • Flexible benefits across health, wealth and lifestyle
  • Extensive training and excellent scope for career development
  • A collaborative and supportive work environment
Reasonable Adjustments

Kantar is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.

#LI-HP1 #LI-Hybrid

Country

United Kingdom

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We're dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you're not an exact match, we'd love to receive your application and talk to you about this job or others at Kantar.

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