Job Description

Let’s be unstoppable together!

At Circana, we are fuelled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity,equity,and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together.

Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana.

Learn more at www.circana.com

So, why Circana?

We’re progressive, inclusive and people focused. We seek to create a down-to-earth culture which balances work and home life and enables our team to be the best that it can be. Our people are important to us, and we offer a number of fantastic benefits including;

• Flexible and hybrid working
• Up to 5 weeks annual leave and holiday buy back scheme
• 16 weeks paid parental leave
• Birthday leave
• Summer half days
• Circana “Me” Days (4 per year!)
• Cultural swap days

What will you be doing?

You’ll act as the first point of contact for our clients and provide system support, ensuring excellent customer service. You’ll process requests and resolve technical issues with confidence and professionalism.

Responsibilities

• Serve as the first point of contact and provide clear, effective solutions to client issues
• Diagnose problems, troubleshoot effectively, and route or escalate to the appropriate team when necessary
• Guide clients through the problem-solving process with patience and clarity
• Keep clients updated on incident progress, including any upcoming changes or scheduled outages
• Build strong, trusting relationships through open and proactive communication
• Deliver exceptional customer service and consistently exceed client expectations
• Manage complaints by escalating when needed, following up promptly, and ensuring timely resolution with clear communication and alternatives
• Accurately record, document, and close all cases in line with established procedures
• Identify opportunities to improve processes and recommend enhancements

Requirements

• 1 years experience in customer service or help desk preferred
• Excellent understanding of MS Office applications
• Strong interpersonal and communication skills (both written and verbal), with a professional telephone manner
• Excellent time management and the ability to handle multiple requests and tasks simultaneously
• Ability to work under pressure, manage competing priorities, and maintain a high level of attention to detail
• Genuine passion for working with people, combined with a keen eye for detail and a proactive, can-do attitude
• Familiarity with queue-based ticket management systems (e.g. Zendesk) is preferred but not essential

Circana Behaviours

As well as the technical skills, experience and attributes that are required for the role, our shared behaviours sit at the core of our organisation. Therefore, we always look for people who can continuously champion these behaviours throughout the business within their day-to-day role:

• Stay Curious: Being hungry to learn and grow, always asking the big questions
• Seek Clarity: Embracing complexity to create clarity and inspire action
• Own the Outcome: Being accountable for decisions and taking ownership of our choices
• Centre on the Client: Relentlessly adding value for our customers
• Be a Challenger: Never complacent, always striving for continuous improvement
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
• Commit to each other: Contributing to making Circana a great place to work for everyone

Ready to make an impact?

If you thrive in a collaborative environment, and want to be part of a company that values your growth—we’d love to hear from you! Apply now and let’s build something great together.

If you require accessibility support or would like to request reasonable adjustments during the recruitment process, we encourage you to reach out to us at accessibility@circana.com

Prospective candidates may be asked to consent to background checks (in accordance with local legislation and our candidate privacy notice). Your current employer will not be contacted without your permission.