Role Description
It's an exciting time to join the team; with a renewal of the BARB contract till 2029, we will be looking to increase our “panel homes” to 50% and headcount of our team by 4.
So, what is BARB? The Broadcasters’ Audience Research Board is a key player in the UK television and advertising industry. Where they are the official provider of television audience viewing figures across all channels available to watch in the UK. Information on viewing behaviours and analytics is collated via GPRS from ‘Panel Homes’, a sample to represent the 24 + million UK home viewers. This allows BARB subscribers to access next day data on UK’s ratings, 365 days a year. BARB data is used in deciding the making and distribution of TV programmes by commercial TV stations, advertising agencies and advertisers to negotiate prices for commercial airtime and to plan TV advertising campaigns.
Everyday our team of over fifty field technicians carries out maintenance and installation calls to BARB panel homes and performs checks on the equipment used to capture information about the homes’ TV/PC/Tablet viewing. This information needs to be kept up to date and accurate as it’s used for data processing and to maintain a balanced panel. Information about the Panel homes can come from various sources, technical line sheets, incoming/outgoing telephone calls, email, questionnaires etc. The primary task of the Panel Admin Team is to ensure this information is input accurately into our main database called ‘Atria’.
We are looking for someone to join our panel administration team who act as the main point of contact for technicians working in the field as well as our panel members. This team are also responsible for booking appointments for technicians’ visit to panel member homes and for validating the accuracy of the maintenance work undertaken on meter equipment installed by technicians. Maintaining information about a home’s TV equipment and demographics is also an important aspect of this role. The successful candidate will be trained on a variety of systems and tools and will work closely with all teams within the BARB operation.
Job Role Requirements
* Liaising with technicians whilst in panel member homes to perform interactive tests and quality checks to prove that the metering is installed correctly.
* Capturing information from technicians about the equipment in the panel members homes and updating into a central database.
* Contacting panel members to book appointments for technician’s visits which could involve a first-time installation or revisit.
* Respond to incoming calls from panel members and record the outcome of calls in the contact history database.
* Make outgoing calls to panel members to follow up on potential compliance issues or technical faults with the metering.
* Provide support on ad hoc projects and initiatives.
* Conduct various validation checks to identify any issues with data held against a home that could have a detrimental impact on data processing.
* Perform all duties with an underlying objective of meeting of exceeding the divisions service level agreements
* Work collaboratively with all staff within the BARB team and other business units.
* Always consider the standards expected of the client when undertaking duties
* Ensure that daily targets set for routine activities are met and to standards expected.
Requirements for position
* Service Orientated
* The desire to anticipate, recognise and meet other’s needs.
* Have a full understanding of the daily priorities and quality expectations
* Proactive collaboration with others
* Confident communicating with both colleagues and panel members
* Be able to interpret detailed information and articulate in a way that clearly explains the status
* Be flexible to responding to business, stakeholder, and client needs
* Be versatile in your approach to issues
* Can adapt to changing priorities
* Previous experience of working in a helpdesk environment
* Any experience of working in an operations environment which have business critical deadlines
* Cultivating a Growth Mindset
* Be open-minded; seek and act on feedback.
* Create improvements and put new ideas into practice.
* Work proactively with your peers and others – in your team, across kantar and externally.
* Enjoy working as part of a team
* Collaborate with purpose, focusing on the desired outcome.
* Understand the bigger picture and goals (help others to be clear and motivated around a goal)
* Help others to flourish
* Have a positive and pragmatic attitude taking ownership to overcome obstacles.
* Show respect to inclusivity and embrace the diversity we all bring to Kantar.
* If you think you have the right skills, motivation, and drive to support our Panel Team, then don’t miss out on this opportunity and apply now!!
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.
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