• The go-to person within CS for all things pension and SIPP — building and maintaining internal knowledge, guidance, and processes as the product evolves. • Primary CS liaison with the Product team — translating customer insight into actionable feedback, flagging friction points, and contributing to the pension customer experience roadmap. • Keeping across regulatory developments relevant to SIPP and pension products and ensuring the team is always up to speed. • Day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people. • Creating an environment where people are motivated, supported, and clear on what good looks like. • Representing Customer Support in the Pensions work stream — SLAs, KPIs, blockers, and solutions.

• Manage to successful resolution internal, external, and executive escalations • Provide exemplary customer support and technical issue resolution of complex problems via phone, email, and chat. • Meet performance objectives in call quality, customer satisfaction, and call handling • Utilize critical thinking skills to analyze information and provide solutions • Provide after hours and/or on-call coverage (scheduled in advance when possible) • Monitor ticket and other possible issues in absence of Support Leadership • Effectively communicate and partner with colleagues to assist in resolving client issues • Provide specific expectations and timely follow up on all customer issues • Facilitate screen connect sessions to aid customers in troubleshooting the product • Guide and advise the Support team in conjunction with Team Leads and Customer Support Manager. • May participate in the training of new team members • May participate in the mentoring and development of existing team members. • Review knowledge base article drafts • Additional duties and projects as assigned and required by business need • Travel as needed (less than 1% of the time) with advanced notice

Company Description NIQ Brandbank is one of the world's most trusted providers of digital product content, delivering an end-to-end solution for brands, retailers and wholesalers across the globe. With over two decades of experience in the FMCG industry, NIQ Brandbank operates in over 16 countries, distributing over 50 million digital product assets from 7000+ global brands to 260+ retail and wholesale partners. As a world leader, we are ever-evolving to create, manage, distribute, optimize and measure product content across the FMCG industry, powering an enriched omnichannel shopping experience. For more information, visit www.brandbank.com. Job Description The Customer Service Executive will act as first-line Customer Support for a large pool of NIQ Brandbank supplier clients, working as part of a team with overall responsibility for service delivery across these clients. Flexible remote working model. RESPONSIBILITIES Responding to queries, both internal and external, within agreed business SLAs. These will be across telephone, email or online communication channels. Developing a comprehensive understanding of the core Nielsen Brandbank service, as well as any additional “value – add” services, to ensure you are able to service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise. Scheduling product deliveries around our workflow capacity, dealing with operational queries and generally supporting our operations team to ensure we deliver a good level of service in all instances. Working with the Account Manager team to ensure our portfolio of accounts is receiving a first-class level of service from NIQ Brandbank. This can include working with other business functions, and the wider Commercial team, to implement general process improvements where appropriate Regular reporting according to customer & business needs. Qualifications You have a strong interest in building a career in a data-driven environment. You are a quick learner with a positive attitude and mindset, and a focus on self-development. You are able to communicate openly with team members and stakeholders Additional Information REQUIREMENTS Availability to work from 1.00pm -9.00pm local time Experience in a Customer Service role, ideally in a Business to Business environment Good communication skills in English (writing and speaking). Ability to investigate issues, think critically, and find solutions. Strong computer literacy and willingness to learn and adapt to new tools and processes Our Benefits - Flexible working environment - Volunteer time off - LinkedIn Learning - Employee-Assistance-Program (EAP) NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies. About NIQ NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook Our commitment to Diversity, Equity, and Inclusion At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion - Career Site Team: Customer Success

• Providing exceptional customer service to clients during night hours • Managing inbound and outbound calls efficiently • Assisting with admissions and pre-admission processes • Updating and maintaining client records in the CRM database • Communicating timely and effectively with clients and internal teams • Coordinating with referral sources and families regarding client needs • Ensuring compliance with all company standards and procedures • Addressing emergency situations swiftly and effectively