Digital Client Support Executive

Emperor; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Digital Client Support Executive to join their dynamic team in London. This role is pivotal in ensuring clients' websites are not only functional but also a reliable source of information. You will be the first point of contact for clients, managing requests and maintaining high standards of service. The ideal candidate will demonstrate exceptional interpersonal skills, a keen eye for detail, and the ability to thrive under pressure. Join a forward-thinking company that values creativity and enthusiasm, and be part of a collaborative environment where your contributions will make a significant impact.

Qualifications

• Exceptional client service and proactive management of website content.
• Experience with digital communications tools and CMS.

Responsibilities

• Manage client requests and ensure timely responses.
• Monitor website content and conduct regular updates.

Skills

Client Experience

Technical Troubleshooting

Project Management

Business Awareness

Interpersonal Skills

Adaptability

Attention to Detail

Calm Under Pressure

Tools

Content Management Systems (Umbraco)

Google Analytics

SEO Tools

HTML

Job description

WHO WE ARE

Founded in 1996, we are experts in communication, specialising in corporate reporting, brand, employee engagement and sustainability across a range of channels. From two men and an Apple Mac, we are now one of the UK’s leading strategic and creative communications agencies with over 325 colleagues. We have achieved this through continuously developing and evolving our proposition, delivering great work, expanding our geographic presence in key locations, making smart acquisitions, recruiting quality people and building long term client relationships.

In 2020, we became an employee-owned business. This decision not only fulfilled a long-standing ambition of the founders, but is driving growth, providing long-term clarity, and helping to attract and retain the best talent. It reinforces our desire to remain an agile and people-focused business that fosters transparency and innovation for clients.

We are one of the largest employee-owned creative agencies in the UK, unrivalled in scale with a unique national presence, where employees are considered Partners of Emperor. We are the only corporate communications agency with a network of creative hubs in strategic locations across the UK in London (HQ), Birmingham, Manchester, Edinburgh, and in Dubai.

We have invested over the past 12 months in new offices and in talented people to support our teams who have shown unrivalled levels of resilience and commitment over the past few years.

In September 2022 we became a Certified B Corporation. B Corp is a movement committed to using business as a force for good and transforming the global economy to benefit all people, communities, and the planet.

There is no better foundation on which to build.

PURPOSE

We are currently seeking a Digital Client Support Executive to join our Client Support Team in London. Our digital expertise comprises in-house web design, strategic thinking, development, project management and crucially, client support as we believe the real work begins once a website has gone live. Our teams handle a wide range of digital initiatives from corporate websites to online Annual Reports. Our clients span the breadth of UK plc and beyond, from constituents of the FTSE 100 to AIM listed companies.

The role of a Digital Client Support Executive comprises:

1. Being the first point of contact for client requests and facilitating the end-to-end management of them in a timely and professional manner.
2. Taking the strain and working proactively with clients to ensure that their website remains the definitive source of online information on them at all times, compliant with regulatory requirements and aligned to industry best practice.

KEY RESPONSIBILITIES

Manage incoming requests and queries

• Deliver exceptional customer service in response to incoming email and telephone communications
• Prioritise requests and meet response times in line with our Service Level Agreements
• Troubleshoot technical/CMS issues and coordinate with our development team to resolve

Ensure websites are kept up to date

• Monitor clients’ news flow and proactively make recommendations accordingly for website content and structure enhancements
• Conduct regular website hygiene checks

Management of key financial reporting events

• Clearly define/agree client procedure and expectations in advance of key reporting dates
• Brief desk colleagues as necessary
• Action required regulatory website updates in a timely and accurate manner

New business opportunities

• Maintain a constant vigil for new business opportunities for other areas within our business resulting from clients news announcements

SKILLS AND KNOWLEDGE

• Embodies and demonstrates Emperor’s Values – Aim High, Creativity Everywhere, Infectious Enthusiasm, Always Learning and Razor Sharp
• Ability to work calmly and proficiently under pressure
• Deliver an exceptional client experience
• Ability to be sensitive to/recognise pressure clients may be under and to take the strain i.e., adopt a ‘can do' mentality at all times
• Meticulous, organised and be able to multi-task with ease
• Business and commercial awareness
• Flexible, adaptable style and approach
• Keen eye for detail
• Confident and friendly with excellent inter-personal skills
• Ability to communicate effectively at all levels of an organisation.
• Prior experience managing websites and other digital communications tools
• Knowledge of Content Management Systems (in particular Umbraco)
• Understanding of the financial markets and investor relations
• Knowledge or understanding of SEO/Google Analytics/Google Webmaster Tools
• Basic HTML knowledge

OUR VALUES

Infectious Enthusiasm

We approach everything with positivity and gusto.

> We embrace different opinions.
> We smile, laugh and have fun.
> We lead with passion and energy.
> We stay interested and interesting.

Creativity Everywhere

We apply fresh thinking in everything we do. Our creativity goes way beyond being a ‘creative agency’.

> We think laterally to solve challenges.
> We stay curious about the world and everything in it.
> We crave ideas, great and small.
> We challenge the status quo and look for a new perspective.

Aim High

We always strive to achieve more for ourselves and our clients.

> We realise ambitions collectively.
> We take pride in doing better every time.
> We recognise that every one of us can make Emperor a better business.
> We empower ourselves and others to develop professionally.

Razor Sharp

We’re always on it. Commercial, focused and agile.

> We get straight to the point.
> We keep our promises.
> We get it right time after time.
> We don’t waste.

Always Learning

We take every opportunity to develop and share our skills and experience. At work and at play.

> We learn from each other and the world around us.
> We get to know our clients and their businesses as well as they do.
> We draw inspiration from our eclectic mix of backgrounds and life experiences.
> We never think that we know it all.

As an employer, we are committed to ensuring the representation of people from all backgrounds regardless of their gender identity or expression, sexual orientation, race, religion, ethnicity, age, neurodiversity, disability status, or any other aspect which makes them unique. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.

Please let us know, as part of the application process, if you require any adjustments, including those relating to a disability.