Official Specifications
Role Overview & Mandate
Executive Summary
Kantar is the world’s leading data, insights and consulting company, and our Worldpanel colleagues are experts in shopper behavior....
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Kantar is the world’s leading data, insights and consulting company, and our Worldpanel colleagues are experts in shopper behavior. Offering continuous monitoring, advanced analytics and tailored solutions for our clients, they help turn purchase behavior into a competitive advantage across a wide range of markets including tech, fashion, telecoms and fast-moving consumer goods.
Job Details
Job Title and Location
Customer Service Advisor
London, Westgate
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.
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.
Capabilities
- 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- Strong relationship building and communication skills with internal partners and Panel Members.
- Performs tasks efficiently with a high level of accuracy
- 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.
- 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
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.
Country
United Kingdom
Why join Kantar?
We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. 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, nobody knows people better than Kantar.
And because we know people, we like to make sure our people are looked after as well. Equality of opportunity for our people is our highest priority and we encourage our people to work in a way that supports their health and wellbeing. While we encourage our colleagues to spend part of their working week in the office, we understand no one size fits all, and we’re flexible in our approach to ensure people feel included and accepted. We’re committed to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, which is why we welcome applications from all background and sections of society. Even if you feel like you’re not a perfect fit, we’d love to receive your application and talk to you about this job or others at Kantar.
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