Job Description: Service and Support Specialist – Fixed Term Contract (6-months). 

Location: London, Westgate 

Salary: Competitive 

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

Availability: Weekends and evening hours required ** Possible weekend, as they are FTCs can we make weekdays to increase candidate search? 

About the Role 

We are seeking a dynamic and customer-focused individual to join our team as a Service and Support Specialist for a fixed term of 6-9 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.