Panel Service Executive (Customer Service Support)

About the role

Kantar Media, part of the Kantar Group, is recruiting a Customer Service Support (Panel Service Executive) in London, Westgate. The role is the key link between Kantar and its Origin and Screenwise panel members, supporting them with an excellent level of service. You will work across different projects for advertisers, including TikTok, BBC, YouTube and Google, and work closely with regional Solution Techs and other teams. The position is full-time, permanent and hybrid, with weekends and evening hours.

Key responsibilities

• Answer incoming calls from panel members and record call outcomes in the contact history database
• Make outgoing calls to panel members to follow up on potential compliance issues or technical faults with the metering
• Work with technicians in panel members' homes to carry out interactive tests and quality checks
• Collect information from technicians about equipment in panel members' homes and update a central database
• Work with Continuous Improvement agents to identify and address areas for change in the service
• Support ad hoc projects and initiatives
• Run validation checks to find data issues that could affect data processing
• Work with the wider Origin team to meet SLAs and project deadlines

Required profile

• Strong relationship-building and communication skills with internal partners and panel members
• Polite, professional telephone manner and a positive approach to problem solving
• Proactive, self-motivated teamwork
• Ability to work in a fast-paced environment and meet deadlines
• Good interpersonal and administrative skills, with accurate prioritisation and completion of work
• Ability to multitask with a flexible attitude