Media help partners understand the changing advertising landscape. Specialising in audience measurement, consumer targeting and in-depth intelligence into paid, owned and earned media, their global coverage and local expertise enable better understanding of media audiences and their relationships with brands.

Kantar Media is a wholly owned but operationally independent part of the Kantar Group.

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Job Details

Job Description: Service and Support Specialist – Fixed Term Contract (6-months). 

Location: London, Westgate 

Salary: Competitive 

Contract Type: Full Time, Fixed Term (6 Months) 

Availability: Weekends and evening hours required ** Possible weekend, as they are FTCs can we make weekdays to increase candidate search? 

About the Role 

We are seeking a dynamic and customer-focused individual to join our team as a Service and Support Specialist for a fixed term of 6-9 months. This exciting opportunity arises from the expansion of the Screenwise project, which is undergoing a major new build to scale its reach across the UK. 

This role combines elements of our Panel Service Executive and Service & Solution Technician positions, supporting key tasks for both the Origin and Screenwise projects. As part of this initiative, you will play a pivotal role in delivering a seamless, client-centric experience to our panellists and stakeholders. 

Joining us during this transformative phase offers the chance to contribute to cutting-edge audience measurement solutions in a fast-paced, technology-driven environment. It’s a fantastic opportunity to gain valuable experience while being a key part of a project that is shaping the future of media insights. 

Key Responsibilities 

Customer and Panel Member Support 

Respond to incoming calls from panellists, addressing queries and resolving issues. 

Make outbound calls to troubleshoot compliance issues or technical faults with metering equipment. 

Educate panellists on the correct usage of equipment to ensure accurate data collection. 

Work closely with regional technicians during home visits, performing interactive tests and quality checks. 

Technical and Operational Tasks 

Install, maintain, and validate metering equipment and software in panellist homes (if applicable). 

Conduct validation checks to ensure data accuracy and update relevant databases. 

Collaborate with the Solution and Fleet Manager to manage stock levels of metering equipment. 

Investigate and troubleshoot issues with installed equipment. 

Project and Team Collaboration 

Work with the wider Origin and Screenwise teams to meet Service Level Agreements (SLAs) and project deadlines. 

Support ad hoc projects and initiatives as required, contributing to continuous improvement. 

Collaborate with Continuous Improvement (CI) agents to identify service enhancements. 

Administrative Duties 

Accurately log and report all panel home and service-related activities. 

Update central databases with information on equipment and panellist interactions. 

Key Skills and Competencies 

Communication Skills: Excellent relationship-building abilities with both internal stakeholders and panellists. 

Customer Service: A polite and professional manner with a positive approach to problem-solving. 

Technical Aptitude: Basic understanding of TV and peripheral technologies (desirable but not essential). 

Teamwork and Collaboration: A proactive, self-motivated team player who thrives in fast-paced environments. 

Organizational Skills: Strong ability to multitask and prioritize work efficiently under deadlines. 

Adaptability: Flexible approach to tasks, with a willingness to work weekends and evenings when required. 

Qualifications and Requirements 

Demonstrable experience in customer service or domestic environments. 

Ability to work autonomously in a remote or hybrid role. 

Commitment to maintaining high standards of accuracy and professionalism. 

Successful candidates will undergo a C.R.B. check. 

Country

Why join Kantar?

We pride ourselves on understanding people, and what makes us think and act the way we do.

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.