At a Glance
- Tasks: Provide top-notch customer support for film education services and troubleshoot technical issues.
- Company: Join the UK's leading charity for film in education and community engagement.
- Benefits: Enjoy flexible working, competitive salary, and comprehensive health benefits.
- Other info: Hybrid work model with opportunities for career growth and personal development.
- Why this job: Make a real difference by supporting young filmmakers and educators through innovative film initiatives.
- Qualifications: Strong customer service skills and familiarity with CRM systems like Salesforce.
The predicted salary is between 30500 - 32000 £ per year.
Hours: Part time, 20 hours per week, Monday – Friday 8am - 12pm (4 hours per day)
Contract: Fixed term role until 31 March 2027
Salary: £30,500 - £32,000 per annum, pro rata (£16,500 per annum for part time hours) plus Benefits
The employer operates in a hybrid pattern, combining home working with attendance at the office.
Our client is the UK’s leading charity for film in education and the community. They provide screen industry careers information and advice, support young filmmakers and bring the power of moving image storytelling into classroom teaching.
The charity also runs their annual Film Festival which enables more than 400,000 pupils to visit the cinema for free, and their Film Awards – the UK’s leading showcase for young filmmaking talent.
The core programme is free for UK state schools, colleges and other youth settings, thanks to support from the BFI, awarding National Lottery good cause funding, and through other key funders including Cinema First and Northern Ireland Screen.
Their vision – Film enriches the life of every child and young person.
Their mission – To inspire and support young people to learn, and to realise their creative, cultural and career aspirations, through film and the moving image.
The main function of the Customer Support Engineer (“CSE”) role is to ensure those who choose the organisation receive the most positive support possible. So, the CSE will play a key role in the product strategy, demonstrating a commitment to high retention of account holders.
The role exists as the front line of customer technical support for users of the organisation's online offer, including the educator, club member, and online learning websites.
The CSE supports organisations, film clubs, educators, young people, and other account holders on their journey from recruitment to brand advocate. The CSE also plays a key role in monitoring issues and account activity, analysing these to inform new features and opportunities for the organisation.
- Provide customer service and manage support queries from users of products and services, including cases from info@ and support@ email inboxes, phone calls, live chat, etc., via Salesforce, a Customer Relationship Management system (“CRM”)
- Troubleshoot and where necessary escalate technical issues to the Customer Support Engineer Coordinator and/or digital team via JIRA ticketing application
- Participate in rota for answering the main phone line
- Ensure that support documentation, including user-facing Frequently Asked Questions (FAQs), Knowledgebase (KB), and other website pages, are updated and developed to include the latest solutions for issues encountered by the organisation's users
- Assist with detailed reports on customer service issues utilising the CRM, including issue type and frequency
- Assist with creation and distribution of support-focused surveys of the organisation's users
- Assist with onboarding and provide escalation support should demand require outsourcing to service vendors or contractors
- Assist Customer Service Engineer (Coordinator) on projects and work areas defined by the Head of Product and Technology
Commitment to quality internally and in all dealings with stakeholders including teachers, children and young people, industry partners, funders, supporters, parents and carers, and members of the public.
Commitment and active participation in helping the organisation live its EEDI values and ethos through everything it does.
Contribute to long term planning to ensure growth in line with demand and resources. Contribute to the regular monitoring and evaluation of the organisation's work.
- Excellent customer relationship and service management skills
- Excellent time and project management skills, including an ability to prioritise and plan to maximise efficiency
- A good understanding of Salesforce or similar CRM, including service measurement tools, analytics, metrics and insights
- Familiarity with the Microsoft Office Suite (Office 365)
- Salesforce case management experience (Service Cloud)
- A love and knowledge of film
All staff work in a hybrid pattern, combining home working with attendance at their local and national office when required, along with some travel across the UK, as appropriate to the role.
The charity is open to flexible working models wherever the role allows, including working compressed hours.
- Annual Leave – 28 days (full time/pro-rata), including 3 days to cover office closure between Christmas and New Year.
- Pension – matched up to 5% of salary (2% above statutory employer contribution).
- Flexible working including compressed hours, job share etc. – Enhanced parental/paternity/shared parental leave.
- Interest-free bike/scooter/travelcard loan.
- Employee Assistance Programme (EAP) – 24/7 confidential wellbeing support, advice and guidance.
- Wisdom health insurance cover – non-contributory (apart from employee tax contribution).
- BenefitHub portal - offering discounts on healthcare, wellbeing products, and lifestyle products and services.
All employees regularly working with children and member data are required to undertake and maintain enhanced DBS clearance (and/or Access NI check or Disclosure Scotland check, depending on working location), acquired at the employers expense; No agencies please.
IT Engineer / Server Engineer in Cardiff employer: CHM-1
As the UK's leading charity for film in education and the community, we pride ourselves on fostering a supportive and inclusive work culture that empowers our employees to thrive. With flexible working arrangements, generous annual leave, and a commitment to employee wellbeing through our Employee Assistance Programme, we offer a rewarding environment where you can grow your skills while making a meaningful impact on young people's lives through film. Join us in our mission to inspire creativity and cultural aspirations, all while enjoying the unique benefits of working within the vibrant film industry.
StudySmarter Expert Advice🤫
We think this is how you could land IT Engineer / Server Engineer in Cardiff
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like CHM-1 and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at CHM-1 and let us see your personality shine through!
We think you need these skills to ace IT Engineer / Server Engineer in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and CHM-1.
Get Familiar with Our Brand:Before applying, take some time to learn about CHM-1 and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at CHM-1
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress CHM-1.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which CHM-1 will surely appreciate.
