Web Support Analyst

6 days ago

Court Street Faversham Kent ME AX, United Kingdom Shepherd Neame Full time £25,000 - £30,000 per year

Are you passionate about web technology and motivated by
providing outstanding digital experiences? Do you enjoy helping people solve problems, making websites
and digital media useful, accessible, and effective, working smarter, not just
harder?

We have an exciting opportunity for an aspiring Web Support Analyst to
join our IT Web Team in Faversham. Reporting to our Webmaster, you will be the first point of contact for web-related support, collaborating with our Pub Operators and our marketing and communications teams on website updates across 250 pub websites as well as our corporate website. You will build strong
relationships across our departments, helping to ensure we can serve all customers seamlessly,
whether they are visiting a pub, booking a hotel stay, purchasing online, or
operating a Shepherd Neame tenanted pub or venue.

This role is perfect for someone early in their web career
who wants to grow while making a meaningful impact. You'll help us align great
physical hospitality with smart, modern digital services, supporting our
journey toward a truly unified commerce experience that connects customers,
licensees, and partners across every channel.

What's
in it for you:

25 days holiday (+ bank holidays)Access to flexible pay and financial wellbeing
resourcesGenerous company pension planDeath in service of 4x your salary, if you
join the company pension schemeEnhanced maternity, paternity, adoption and
sick payMental health and wellbeing support for all,
including our own Mental Health First AidersA range of healthcare options and supportAnnual flu jab25% discount on food and drink at Shepherd
Neame Managed Houses25% discount on overnight Managed House Hotel
bookingsUp to 40% discount on own-brand beer and cider
purchased from the Visitor Centre Shop at FavershamInstant access to discounts with high street
retailers, supermarkets and moreBirthday Club exclusive offers and discountsThe drinks are on us during monthly
get-togethers for team members in our Visitor Centre, along with our
Summer and Christmas partiesThe opportunity to develop & move within
the Support Office, Brewery & our pubsJoin our reward and recognition platform,
Sheps HutBenefit from the support offered by the
Licensed Trade Charity to those working in the brewing industryReceive one additional day of paid leave per
year to volunteer for a charity of your choiceWorking Hours: Full-time, 37.5 hours per week.
08:30 17:00, Monday to Friday with 1 hour lunch (unpaid)



Duties and Responsibilities:

Reporting to the Webmaster, you will:

Support
the smooth operation of Shepherd Neame's websites and online services
across hospitality, retail, and partner channelsRespond
to and troubleshoot any web-related issuesInvestigate
faults, determine root causes, and ensure timely resolution with internal
and external support partnersManage
and prioritise tickets effectively, escalating when neededMaintain
user documentation, FAQs, and internal knowledge base articlesConduct
regular testing and support deployments including release validationMonitor
performance and recommend optimisation improvements linked to business
KPIsHelp
ensure security and data protection best practices are followedCollaborate
closely with IT and Marketing teams to improve customer journeys across
all divisionsEngage
with users and gather feedback to identify pain points and enhancementsSupport
licensees and operational teams in using web tools and digital services
confidentlyContribute
to reporting on trends, quality, and service performance

The
Ideal Candidate:

A
solid understanding of web technologies (e.g. HTML, CSS, JavaScript)Experience
with CMS platforms (e.g. WordPress, Drupal, Joomla)Familiarity
with hosting, DNS, and domain managementClear,
approachable communication skills, especially with non-technical usersGood
analytical problem-solving skills and attention to detailExperience
using support ticketing systems (e.g. Halo, Jira, Zendesk)Awareness
of web analytics and performance tools (e.g. Google Analytics)A
collaborative, proactive mindset and a desire to continually learn and
improveA
relevant degree or certifications are helpful but not essential

Shepherd Neame may be
Britain's oldest brewer but our approach is anything but old-fashioned. We are
an authentic, independent business, yet flexible and agile, and that has
enabled us to survive and thrive based on the following Sheps Skills:

Working TogetherPride and PassionAuthenticitySheps Spirit


Who
are we?

Britain's oldest brewer, Shepherd Neame, has been based in the market town of
Faversham, Kent for over 300 years. An independent family business, we boast an
award-winning visitor centre and more than 300 pubs and hotels throughout
London and the South East, from the historic heart of the City to the Kent
coastline. We employ around 1,500 team members across our pub estate and more
than 270 at our Brewery and Support Office.



Diversity, equality, and inclusion matter to Shepherd Neame. If you think
you would be suited this role we would welcome your application regardless of
age, disability status, ethnicity, gender, religion or sexual orientation. We
strive to provide an inclusive and supportive working environment where all
employees feel respected and supported in fulfilling their potential.

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