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 contact via outbound calls and emails, and 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 lifeblood 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 to 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 you are fully prepared and equipped to do a great job.
Key Responsibilities
1. 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 of which can be easily done by you.
2. 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.
3. 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
1. Professional: Attendance and attitude towards work are important to us, as we consider a high level of professionalism is required to complete the role to a high standard.
2. Communication: Strong relationship-building and communication skills with internal partners and Panel Members.
3. Efficient: Performs tasks efficiently with a high level of accuracy.
4. Patient: There will be occasions when you will need to guide somebody who’s unfamiliar with technology. You will need to show patience and complete the job with a smile.
5. Teamwork: A proactive and strong self-motivated teammate who is happy to lend a hand when needed.
6. Customer Service: Polite and professional telephone manner with a positive work ethic towards problem-solving.
7. Caring and Empathetic: It’s important you can show a certain level of care and empathy towards our Panellists.
8. Good interpersonal and administrative skills with a focus on work being accurately prioritised and completed in a timely manner.
9. Ability to multitask with a flexible attitude to work.
What you’ll get from us
1. 25 days annual leave (excl. bank holidays), plus your birthday off!
2. Flexible benefits across health, wealth, and lifestyle.
3. Extensive training and excellent scope for career development.
4. 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.
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