Customer Support Engineer

Customer Support Engineer
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
Location: Edinburgh, Belfast, Cardiff, Salford or London. The employer operates in a hybrid pattern, combining home working with attendance at the office.

About the Employer
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.

Role Summary

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.

Main Responsibilities:

• Provide customer service and manage support queries from users of products and services, including cases from 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
• Any other reasonable duties assigned by the employer.

General Responsibilities:

• 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.

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 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.

They 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 the charity.
• 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 the employers 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?

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No agencies please.