Client Services – Consultant

Supercool is a digital design agency – we craft websites for arts, cultural, and heritage organisations. 

Our remote team is dotted all over the UK, and we’re looking for a tech-savvy arts and culture fan to join us. 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.

Role: Client Services – Consultant
Salary: £24-27k depending on experience
Location: Fully remote team – UK only
Job type: Permanent, full-time, flexible hours
Apply by: Sunday 24 August

How to apply

👉 Complete the Application Form by Sunday 24 August

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 people – including clients (with varying levels of tech know-how), project managers, designers, and developers.

A good communicator over Slack and video calls, working from home suits you – and you have a decent internet connection. You're fluent in spoken and written English, and you live and have the right to work in the UK.

Job description

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

As a Client Services – Consultant, you’ll:

• Have – or be willing and able to gain – a good understanding of the content management system we use (Craft CMS) and other integrated systems, so that you can troubleshoot basic website issues
• Write-up issues for the Development team
• Specify solutions for the Development team, or work with them to find a solution
• Test and sign-off fixes – and for more complex issues, write tests in advance
• Ensure issues are resolved promptly, keeping clients informed about progress
• Work closely with other Client Services Consultants and the Client Success Manager to schedule work across the team
• Work closely with other Client Services Consultants and the Client Success Manager 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, via video call
• Act as the client's point of contact during big ticketing on-sales (sometimes outside of your normal working hours)
• Keep up-to-date with website and marketing trends and best-practice, across the cultural sector and beyond
• Represent our clients within the company – effectively communicating trends and any broad technical issues to the team

Skills and experience we're looking for:

• Experience working in or with the arts, cultural, or museum sectors
• Experience of working with Tessitura and/or TNEW
• Experience using content management systems and/or working in a digital marketing role
• Excellent communication skills, with the ability to communicate clearly with colleagues and clients – both verbally and in writing
• Willingness to ask questions when you're unsure – whether that's requesting more detail from a client, or asking a colleague for help
• Excellent time management
• Confidence to work efficiently and effectively 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 are for everybody 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 calls day-to-day, and meet in person once 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 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

• £24-27k depending on experience
• Fully-remote working
• Flexible hours
• 35 days holiday a year, plus …
• Additional holiday for long service after 2 years
• Private healthcare package
• Professional development opportunities to learn, and attend/speak at conferences
• Work with clients in the charitable sector
• Be part of a Climate Action Workforce
• A welcoming working environment – read more about Supercool's commitment to inclusivity

How to apply

👉 Complete the Application Form by Sunday 24 August

The process

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. Interview

If shortlisted, we'll invite you for a 1hr interview – via video chat. 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.

3. Written task 

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

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

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