At a Glance
- Tasks: Help clients solve problems and maximise their use of our software.
- Company: Join Spektrix, a tech-savvy team supporting arts organisations with innovative solutions.
- Benefits: Enjoy flexible working, generous leave, and a supportive work environment.
- Other info: Remote-first approach with occasional travel between London and Manchester.
- Why this job: Make a real impact in the arts sector while developing your skills in a collaborative culture.
- Qualifications: Strong communication skills and a passion for technology are essential; experience in customer service is a plus.
The predicted salary is between 24500 - 29000 € per year.
Support Analyst - Customer Service
Application Deadline: 10 August 2025
Department: Client Success
Employment Type: Full Time
Location: London or Manchester, UK
Reporting To: Client Success Team Manager
Compensation: £28,500 - £34,000 / year
Description
- Team: Client Success
- Location: London or Manchester, UK
- Flexible working: Remote working supported, around 10-20% on-site requirement with ability to commute into either Manchester or London office as necessary for monthly in-person days
- Full-time/37.5 hours a week (flexible hours and working options welcomed - please state this in your application). Core hours are 10-6pm, Monday-Friday. Out of hours work is required on a rota basis, 9am-9pm Monday-Sunday. (see below for more information)
- Salary: Annual £28,500 - £34,000 based on location and experience
Key Accountabilities & Responsibilities
- Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
- Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
- Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
- Proactively share and escalate any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.
- Working within a Delivery Team as a first line contact for clients, for their software and hardware support needs on the phone and over email.
- Guiding clients through putting their ideas into action. That could be talking through how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
- Having confident conversations with clients about what our solution offers, why we do things the way we do and in some cases why not.
- Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesn’t have exactly what the client is asking for.
- Helping our clients analyse and report on their valuable data.
- Troubleshooting software and hardware issues and identifying the best ways to solve them.
- Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
- Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
- Identifying opportunities for long-term, consultative projects and feeding these into the team’s priorities.
- Helping to maintain system documentation and identify when guides and resources need to be updated.
Skills, Knowledge and Expertise
- Have excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
- Have an ability to provide effective customer service and technical support, with some experience in either.
- Have the skills or experience to work with clients that may be facing urgent or business critical challenges.
- Be able to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
- Have a working knowledge of Microsoft Excel.
- Be proficient at time management and prioritisation in order to set you up for working to tight deadlines.
- Feel comfortable ‘context-switching’ and be able to work on multiple tasks and projects simultaneously and independently.
- Enjoy working autonomously as well as part of a wider team.
- Take pride in your work and how it could relate to the success of Spektrix and our clients.
- Have a strong interest in using technology and data to solve problems.
- Occasional travel between London and Manchester (our two UK offices).
- You should be prepared to travel throughout the UK and the Republic of Ireland if required.
- Core hours would usually be 10am-6pm or 9am-5pm, Monday-Friday. This is a full time role (37.5 hours a week) but we are accepting applications from candidates who are interested in job sharing the role, or would like flexible working arrangements. Please comment on your application with the hours you will be looking to work.
- Regular working hours are 10am-6pm, Monday-Friday.
- We work across a rota covering the rest of our opening hours. From the Client Success team, we:
- Have team members working 9am-5pm each weekday across delivery teams. Some team members choose to do this early shift regularly. We have one team member working from 1pm-9pm each weekday. Some team members chose to work a regular day on the late shift; typically you wouldn’t have more than one or two late shifts a month (unless you wanted to take more.)
- We also have a 9am-5pm shift every Saturday and Sunday, and a 1pm-9pm shift every Saturday. Typically you wouldn’t have more than one of these shifts every month, which are worked from home. If you work a Saturday then you will have the following Monday off, and if you work the Sunday then you’ll have the preceding Friday off, meaning you’ll always get a two-day break from work.
Benefits
- Flexible working with support for WFH set up. Different teams may have different practices that require people in the office or online at specific times.
- NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
- Continuous development supported by Line manager, learning budget
- Enhanced Maternity, Adoption & Shared Parental Leave
- 35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
- 4 weeks paid sabbatical after 5 years of service
- 2 volunteering days per year
- Company pension scheme of 4%
- Free snacks, drinks and breakfast items in all our offices
- Varied range of regular socials across all our offices
- Cycle to work & Season Ticket Loans
- Travel stipend for commuting
- A quiet working space at home where you can consistently take video calls without interruptions
- An internet connection that supports your participation in video calls and access to our systems and service.
Support Analyst - Customer Service in City of London employer: Spektrix
Spektrix is an exceptional employer that prioritises employee well-being and growth, offering flexible working arrangements and a supportive remote-first culture. With a commitment to continuous development, generous benefits including enhanced parental leave, and a vibrant work environment in London or Manchester, employees are empowered to thrive while making a meaningful impact in the arts and technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst - Customer Service in City of London
✨Tip Number 1
Familiarise yourself with the Spektrix CRM and its features. Understanding how the software works will not only help you answer client queries more effectively but also demonstrate your proactive approach to learning about the tools you'll be using.
✨Tip Number 2
Brush up on your problem-solving skills by practising common customer service scenarios. Role-playing these situations can prepare you for the types of challenges you might face as a Support Analyst, showcasing your ability to think on your feet.
✨Tip Number 3
Network with current or former employees of Spektrix on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare specific examples from your past experiences that highlight your customer service skills and technical support abilities. Being ready to discuss these in detail will help you stand out as a candidate who can deliver exceptional service to clients.
We think you need these skills to ace Support Analyst - Customer Service in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience and skills that align with the Support Analyst role. Focus on customer service, technical support, and problem-solving abilities, as these are key for this position.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the arts and technology sector. Mention specific examples of how you've successfully solved client issues in the past and how you can contribute to Spektrix's mission.
Highlight Flexibility:Since the role offers flexible working hours, clearly state your preferred working hours and any flexibility you can offer. This shows your willingness to adapt to the team's needs.
Showcase Communication Skills:Emphasise your interpersonal and communication skills in both your CV and cover letter. Provide examples of how you've effectively communicated with clients or team members to resolve issues or improve processes.
How to prepare for a job interview at Spektrix
✨Showcase Your Communication Skills
As a Support Analyst, you'll need to demonstrate excellent interpersonal and communication skills. During the interview, make sure to articulate your thoughts clearly and listen actively. This will show that you can effectively engage with clients and understand their needs.
✨Prepare for Technical Questions
Expect questions related to customer service and technical support. Brush up on common software and hardware issues, especially those relevant to the arts and entertainment sector. Being able to discuss how you've solved similar problems in the past will give you an edge.
✨Demonstrate Problem-Solving Abilities
The role requires a logical mindset to tackle complex challenges. Be ready to share examples of how you've approached problem-solving in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Express Your Passion for Arts and Technology
Spektrix is focused on helping arts organisations succeed through technology. Show your enthusiasm for using data and software to improve client outcomes. Discuss any relevant experiences or projects that highlight your interest in this area.
