Help us look after leading arts and cultural clients, and their beautiful, accessible websites
Role: Client Services Assistant
Salary: £21-£24k – depending on experience
Location: Fully-remote team (UK-based)
Type: Permanent, full-time – with the option to work flexible hours
Apply by: Friday 5 February 2021
We're keen to hear from people who're currently under-represented in the tech industry.
Is this you?
You’re a tech-savvy arts and culture fan who enjoys solving problems. You have a positive, can-do attitude when faced with complex problems, and love the satisfaction of finding smart solutions. You’re a doer who enjoys making sure things get done – and done well.
You’re comfortable balancing your time between short day-to-day tasks and longer-term projects. You have excellent time management skills, are well-organised, and feel comfortable managing multiple priorities – with the flexibility to shift these as needed.
You enjoy working with a variety of different people, including clients (with varying levels of tech know-how), designers, and developers.
You're fluent in spoken and written English, and you live – and have the right to work – in the UK.
If this sounds like you, we’d love to hear from you – and we particularly welcome applications from folks currently under-represented in the tech industry.
You’ll be one of the first points of contact for clients – both over the phone, and via our Support Centre. Working closely with the Support Manager, you’ll communicate clearly between clients, and our Design and Development teams.
Alongside resolving issues for clients, you’ll do some client training (usually remotely), internal reporting of support hours used, writing support documentation, creating and sending invoices, and other ad-hoc client-facing tasks.
You'll have (or be willing and able to gain) a solid understanding of both Craft CMS and various ticketing systems, so you can troubleshoot basic issues.
Working closely with the Support Manager and Strategy Director, you'll help to schedule work across the team, and ensure that we have happy clients.
- Write-up issues / specify solutions for the Development team
- Ensure issues are resolved in a timely manner, keeping clients informed of progress
- Test and sign-off fixes and, for complex issues, write tests in advance
- Prepare monthly reports of work undertaken for clients
- Draft contracts and Digital Partnership Agreements (based on templates)
- Act as a client's point of contact during on-sales (typically no more than 3 a year)
- Keep up-to-date with trends and best practice across the arts and cultural sector
- Represent and advocate for our clients within the company – effectively communicating any trends, concerns, or wider technical issues
This is a brand new role, so a great opportunity to make it your own and have a big impact on the support we offer.
Skills and experience we’re looking for:
- Understanding of the arts and cultural sector (from within an arts organisation, or sector support business)
- Ticketing systems, such as Spektrix and Tessitura
- Content management systems
- Excellent communication skills (in English) – over the phone, in video calls, and in writing – with the ability to communicate clearly with designers, developers, and clients
- Excellent time management
- Well-organised, with the ability to prioritise
- Confidence to work without close supervision
Some skills, experience or knowledge of the following would be great, but are by no means essential:
- Working in a Digital Marketing role
- Google Tag Manager
- Google Analytics
- API integrations
- Front end coding skills (such as HTML, CSS, JS)
- An eye for digital design
We're an experienced and straight-talking team of problem-solvers, who create websites that make life easier for arts and cultural organisations – and their audiences.
A bold, brilliant website for this renowned producing theatre and trio of landmark venues
An award-winning Tessitura integrated website for Scotland's national dance company
Bristol Old Vic
Guiding a 250-year-old theatre and heritage venue into the digital age
Town Hall Symphony Hall Birmingham
Helping one of the world's finest concert halls increase online ticket sales and donations
A belief that art and culture is for everyone runs through all that we do, so we have a strong focus on accessibility.
A 100% remote team
We all work from home, so are heavy users of Slack and video chat
day-to-day, and meet in person 2-3 times a year. We can provide
financial support to help you set up a home office if you need it, as
well as providing a laptop or any other equipment you need. We expect you to work remotely with clients, but there may be some travel and the occasional overnight stay required.
We care about your work/life balance
Standard work days are Monday-Friday 8am-4pm, and we offer flexible
working outside of core hours (10am-4pm). Though we try and stick to
these hours, sometimes you'll be needed at other times – if you're asked
to work outside of these hours, you'll get Time Off In Lieu.
Learning = good!
We support and encourage openness to learn, and individuals’ professional development – making sure there’s time for R&D as part of the team, as well as self-directed learning. If you're interested in doing a course or would like to attend a conference; holler! We're excited by new developments in tech, and everyone’s ideas and input help to shape the company and how we work.
Meet the team 👋
Passionate, knowledgeable, and experienced, we're a mix of developers, designers, digital strategists, and data geeks. Meet the folks you'll be working with over on the About page.
Salary and benefits
- £21-£24k depending on experience
- Fully-remote working
- Flexible hours
- Minimum 31 days holiday – including Bank Holidays and a company-wide 2-week break over Christmas
- Additional leave for long service, from 2 years
- NEST Pension with employee and employer contributions
- TOIL for working outside of regular hours (this should be a given, but isn't always!)
- Professional development opportunities to learn, and attend/speak at conferences
- Working with clients in the charitable sector
How to apply
Complete this online form by Friday 5 February 2021:
We're committed to being an inclusive, diverse, and welcoming employer – here's our Manifesto On Inclusivity. We're keen to hear from people who're currently under-represented in the tech industry.
To reduce unconscious bias, certain information – including your name, date of birth, contact details, and educational qualifications – will be hidden from the hiring panel during the initial CV / Cover Letter review.
Once we've reviewed your application:
If your application demonstrates suitability for the role, we’ll arrange a half-hour phonecall, so we can find out more about each other. We'll provide you with a few talking points in advance.
2. Written task
If the phonecall goes well, we'll ask you to complete a short written task.
If shortlisted, we'll invite you for a 1-hour interview – via video chat – on either Monday 15 or Tuesday 16 February. We’ll talk in more detail about the role, and your experience, skills, and ambitions. Interview questions will be shared with you in advance, so you'll have time to prepare. There may be follow-up questions after the interview.
If you're unable to undertake any of the above or have specific access requirements, please let us know – we're happy to discuss alternatives.
We'll keep you informed of your progress in a timely manner, and are aiming to appoint in late February/early March.
We want to hear directly from applicants so no thanks, recruitment / outsourcing companies