At a Glance
- Tasks: Support users with technical queries and enhance their experience with our film education platform.
- Company: Join Into Film, the UK's leading charity for film in education and community.
- Benefits: Enjoy flexible working, competitive salary, and a range of employee perks.
- Other info: Hybrid working model with opportunities for career growth and development.
- Why this job: Make a difference by helping young filmmakers and educators thrive through film.
- Qualifications: Strong customer service skills and a passion for film are essential.
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 Into Film Benefits
Location: Edinburgh, Belfast, Cardiff, Salford or London. We operate in a hybrid pattern, combining home working with attendance at the office.
About Into Film
Into Film is the UK’s leading charity for film in education and the community. We provide screen industry careers information and advice, support young filmmakers, and bring the power of moving image storytelling into classroom teaching. We also run the annual Into Film Festival which enables more than 400,000 pupils to visit the cinema for free, and the Into Film Awards - the UK’s leading showcase for young filmmaking talent. The core Into Film 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.
Our vision – Film enriches the life of every child and young person.
Our mission – To inspire and support young people to learn, and to realise their creative, cultural and career aspirations, through film and the moving image.
Into Film operates a hybrid working policy with offices in London, Cardiff, Belfast, Edinburgh and Salford. We are open to flexible working models wherever the role allows, including working compressed hours. We also offer a range of staff perks and benefits.
Role Summary
The main function of the Customer Support Engineer (“CSE”) role is to ensure those who choose Into Film receive the most positive support possible from the organisation. The CSE will play a key role in our product strategy, demonstrating our commitment to high retention of account holders. The role exists as the front line of customer technical support for users of Into Film’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.
Main Responsibilities:
- Provide customer service and manage support queries from users of our products and services, including cases from info@ and support@ email inboxes, phone calls, live chat, etc., via Salesforce, our 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 Into Film 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 our 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 our 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
- Any other reasonable duties assigned by Into Film.
General Responsibilities:
- Commitment to quality internally and in all dealings with Into Film’s 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 Into Film 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 Into Film’s work.
Person Specification:
Minimum Requirements:
- Excellent customer relationship and service management skills
- Exceptional communication skills (verbal and written)
- 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
- A good understanding of the education market and curriculum (formal and informal)
Desirable:
- Familiarity with the Microsoft Office Suite (Office 365)
- Salesforce case management experience (Service Cloud)
- A love and knowledge of film
All Into Film 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. We are open to flexible working models wherever the role allows, including working compressed hours. We also offer a range of staff benefits and perks, including:
- 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. – all applications favourably considered, approval will be at the discretion of Into Film.
- Enhanced parental/paternity/shared parental leave.
- Interest-free non-essential study loans.
- 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 Into Film’s expense; employment is dependent upon this.
Closing: 10:00am, Tuesday 30th June 2026 (BST) Interviews will be held between 14th and 15th July 2026.
Interested? If you would like to find out more, please click the apply button. You will be directed to our website to complete your application for this position.
No agencies please.
Customer Support Engineer in London employer: Into Film
Into Film is an exceptional employer that champions creativity and education, offering a supportive work culture where employees can thrive. With flexible working arrangements, generous benefits including enhanced parental leave and wellness support, and a commitment to professional growth, staff are empowered to make a meaningful impact in the lives of young people through film. Located in vibrant cities like Edinburgh, Belfast, Cardiff, Salford, and London, employees enjoy a dynamic environment that fosters collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer in London
✨Tip Number 1
Get to know the company! Before your interview, dive into Into Film's mission and values. Understanding what drives us will help you connect your skills to our goals, making you a standout candidate.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you articulate your thoughts clearly and confidently when it’s your turn to shine.
✨Tip Number 3
Show off your passion for film! Whether it's discussing your favourite movies or how you’ve used film in education, let your enthusiasm shine through. We love candidates who share our love for storytelling!
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows us that you’re genuinely interested and helps you figure out if we’re the right fit for you too.
We think you need these skills to ace Customer Support Engineer in London
Some tips for your application 🫡
Show Your Passion for Film:When you're writing your application, let your love for film shine through! We want to see how your enthusiasm aligns with our mission to inspire young people through the power of storytelling.
Tailor Your Experience:Make sure to highlight your customer service skills and any relevant experience you have with CRM systems like Salesforce. We’re looking for someone who can connect with our users, so show us how you've done that in the past!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts well. We appreciate a well-organised application that makes it easy for us to see why you’d be a great fit!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Into Film while you’re at it!
How to prepare for a job interview at Into Film
✨Know Your Stuff
Before the interview, make sure you understand Into Film's mission and values. Familiarise yourself with their projects and how they support young filmmakers. This will show your genuine interest in the role and help you connect your skills to their goals.
✨Showcase Your Customer Service Skills
As a Customer Support Engineer, you'll need to demonstrate excellent customer relationship management. Prepare examples from your past experiences where you've successfully resolved customer issues or improved service delivery. Be ready to discuss how you would handle specific scenarios related to technical support.
✨Get Comfortable with Tech
Since the role involves using Salesforce and possibly JIRA, brush up on these tools before your interview. If you have experience with similar CRM systems, be prepared to talk about that too. Showing that you're tech-savvy will give you an edge.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in this role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values.
