Job details

Client Support Executive job in Oxfordshire (614)

at Ridgeway (view profile)
Location Witney
Date Posted 12th September 2018
Category Client services
Job Type Full-time
Never Expire Never Expire


About the role

You will work across a range of clients including complex ecommerce solutions, intranet systems, and bespoke applications. The role is to develop your accounts through excellent rapport building, delivering 1st class support and identifying sales opportunities whilst always maintaining superb client relationships as first point of contact.


  • Management of support and maintenance tasks on retainer within the support team, administered via a ticketing / task management system
  • Ensuring the support Service Level Agreement (SLA) is met for response and resolution times
  • Maintaining communication with clients appropriately in relation to changes requested / issues raised, working collaboratively with the development team in order to convey the required information
  • Writing quotations and working with the team to deliver accurate estimates to support this
  • Assisting the Support Manager in running team meetings and making decisions, as well as taking an active part in daily stand-ups and daily team management
  • Occasional content changes, page creation via CMS platforms and high level QA testing
  • Attending client & supplier meetings at Ridgeway’s offices, and on client site

Essential experience

  • Exemplary phone manner and customer service skills with excellent verbal and written communication skills
  • Excellent organisational skills with good attention to detail
  • Good initiative and the ability to understand problems and make effective decisions
  • Experience in managing small projects and working with multi-disciplined teams
  • Time management skills with the ability to juggle multiple tasks and prioritise appropriately
  • Excellent working knowledge of Microsoft Office and task management tools
  • Organised, self-motivated and ambitious, with a desire to enhance and maintain high-performing websites
  • A good team player with a hands-on approach and a 'can do' attitude

Desirable skills

  • Some technical background and experience is useful
  • Knowledge and experience of content managed systems and/or ecommerce is desirable
  • QA and client facing training experience
  • Basic understanding of HTML, CSS, JavaScript and web standards such as SEO would be beneficial
  • Experience using a ticketing system such as Zendesk or Jira

You will join our passionate team who are dedicated to digital and driven by the desire to make a real difference in the web industry. We take huge amounts of pride in what we do and how we do it, sharing and nurturing talent as we go. We continually strive to unlock performance in ourselves and in our ways of working, and we offer great career progression and wider Junior Project Management duties throughout the business.


A competitive salary which is dependent on skills and experience. Please state your salary requirements on application.

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