Kantar Media | Service and Support Specialist – Fixed Term Contract (6-9 Months)

As people increasingly move across channels and platforms, Kantar Media’s data and audience measurement, targeting, analytics and advertising intelligence services unlock insights to inform powerful decision-making.

Working with panel and first-party data in over 80 countries, we have the world’s fastest growing cross-media measurement footprint, underpinned by versatility, scale, technology and expertise, to drive long-term business growth for our clients and partners.

Job Description: Service and Support Specialist – Fixed Term Contract (6 Months)

Location: London, Westgate

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

Availability: Weekends and evening hours required

#LI-Hybrid #LI-EH2 #LI-KantarMedia

Role Description

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 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.

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 based on 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 Kantar Media. 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