Client Service Executive

CLIENT SERVICE EXECUTIVE 

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

#LI-KantarMedia

Job Details

Kantar Media is a global leader in media research. This includes audience measurement – reporting all viewing on all platforms, consumer profiling and targeting with TGI, and in-depth advertising intelligence. Our versatility, scale, technology, and expertise enable our teams to understand the changing media landscape and drive growth for our clients.

Job Title: Client Services Executive

Location: London, Gray’s Inn Road

Hybrid/Full time/Permanent

Role Description

The Client Services Executive (CSE) is responsible for ensuring that all clients are serviced in line with standards set out by their line manager and the Client Service Director. The role is both responsive and proactive and the role-holder will take pride in meeting and exceeding client expectations. The CSE will take clear ownership of client issues from start to finish.

The CSE is also responsible for assisting the Head of Training and other team members with client training sessions which take place onsite at GIR, offsite at client premises and remotely via Teams.

Job Role Requirements

• Handling incoming client queries
• Responding to incoming queries via phone and email regarding TGI data
• Troubleshooting user issues relating to Kantar platforms such as Choices Online

Addressing service failure and client issues

• Communicating with the Client to understand and address reported issues, either through direct action or liaising with the relevant group or department
• Ensuring that all reported issues are accurately logged, investigated, resolved and followed up with the client.
• Taking full ownership of all issues from the point of reporting through to resolution
• Escalating significant issues to their line manager of Client Service Director

Data release

• Managing data release projects, checking data releases before delivery to clients to ensure there are no issues and ensuing the correct data is released in the expected format.
• Ensuing subscriber lists are accurate and sending lists to third party partners.

Client training

• Arranging and delivering client training sessions, for both TGI and software applications, at introductory and advanced levels
• Working with Head of Training to book attendees on training sessions
• Updating training materials in line with recent case studies and in collaboration with Head of Training

Account management support

• Data analysis on behalf of non-subscribers (‘pitch packs’)
• Maintaining an understanding of clients’ contracted services and ensuring that records in Salesforce and elsewhere are accurate and kept up to date.
• Creating presentations for the account management team to take to clients/prospects.
• Raising Purchase Orders (POs)

Role Requirements

• Strong communication skills, both verbally and in written English, (additional languages are desirable but not essential)
• Strong numeracy skills
• Ability to juggle numerous tasks at once and apply consistent organisational skills when multi-tasking.
• Strong teamwork ethic
• Excellent attention to detail

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 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 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.