Client Services – Consultant

Help us to make life easier for some of the UK's leading arts and cultural organisations

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Role: Client Services – Consultant
Salary: £23-26k depending on experience
Location:
Fully-remote team, UK-based
Type: Permanent, full-time, flexible hours

Application deadline: Sunday 5 June 2022

Our remote team is dotted all over the UK, and we’re looking for a tech-savvy arts and culture fan to join our climate positive workforce 🌳

As a small team, it’s important we all work well together. So we’re looking for the right person – an intelligent self-starter who enjoys a challenge, takes pride in their work, and is always keen to improve.

👉 How to apply


Is this you?

You’re a tech-savvy arts, culture and heritage 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 likes to get stuck-in and make sure things are finished well.

You’re comfortable balancing your time between short day-to-day tasks and longer-term projects. You have excellent time management skills and feel comfortable managing multiple priorities, with the flexibility to shift priorities as needed.

You enjoy working with a variety of stakeholders – including clients (with varying levels of tech know-how), designers and developers.


Job description

You’ll be one of the first points of contact for client enquiries that come in over the phone and via the Support Centre. Working closely with the Strategy Director and other Client Services Consultants, you’ll be the link between our clients and the Development and Design teams – communicating clearly between the two.

As well as resolving issues for clients, you’ll do some training, 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 the content management system we use (Craft CMS) and other integrated systems (e.g. Spektrix, Tessitura, Ticketsolve, Yesplan) so you can troubleshoot basic issues.

Additionally, you’ll:
  • Write up issues and spec 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
  • Work closely with the rest of the Clients Services team and Strategy Director to schedule work across the team
  • Work closely with the rest of the Client Services team and Strategy Director to ensure the happiness of our clients, communicating any issues or concerns you have
  • Prepare monthly reports of work undertaken for clients
  • Create and send invoices to clients
  • Draft contracts and support agreements (using templates)
  • Write support and training documentation
  • Run training sessions with clients (usually remotely)
  • Act as point of contact during season and big event ticketing on-sales
  • Keep up-to-date with trends and best-practice across the sector
  • Represent our clients within the business – effectively communicating trends and wider technical issues to the team
We'd love to hear from you if you have:
  • Experience working in or with the museum/heritage sector
  • Experience using content management systems and/or working in a digital marketing role
  • Excellent communication skills, with the ability to communicate clearly with designers, developers, and clients over the phone and in writing
  • Excellent time management skills
  • Confidence to work without close supervision

About Supercool

Hello! We're a friendly team of problem-solvers, based all over the UK. We create websites that make life easier for arts, heritage, and cultural organisations – and their audiences.

Accessibility-focused

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 once or twice a year (lockdowns permitting). 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 care about your work/life balance

Standard work days are Monday-Friday, 8am-4pm. But we operate a flexible working policy with flexible start times (between 8am-10am), so you can start and finish later if that suits you. Though we try and stick to these hours, sometimes you'll be needed at other times. If you're asked to work outside of your normal hours, you'll get Time Off In Lieu. (This should be a given, but isn't always!)

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

  • £23-26k depending on experience
  • Fully-remote working
  • Flexible hours
  • 35 days holiday a year, plus …
  • Additional holiday for long service after 2 years
  • Professional development opportunities to learn, and attend/speak at conferences
  • Work with clients in the charitable sector
  • Be part of a Climate Positive Workforce – we offset your carbon footprint at work and at home
  • A welcoming working environment – read more about Supercool's commitment to inclusivity

How to apply

👉 Send us your online Application Form by midnight on Sunday 5 June.

The process

To reduce unconscious bias, certain information – e.g. your name, date of birth, educational qualifications – will be hidden from the hiring panel during the initial review of your application. Once it's been reviewed:

1. Phonecall

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 interview goes well, we'll ask you to complete a short written task.

3. Interview

If shortlisted, we'll invite you for a 1hr interview – via video chat – on either Thu 23 or Fri 24 June. 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.


We'll keep you informed of your progress in a timely manner, and won't keep you hanging on. If you can't do any of the above, or have specific access requirements, please let us know – we're happy to discuss alternatives.

Here's what to expect throughout the application process: Want to join the team?

🌳 Supercool is an environmentally responsible employer

🧡 Follow @supercooldesign on Twitter

We want to hear directly from applicants so no thanks, recruitment / outsourcing companies