Web Support Analyst

Shepherd Neame; Ospringe; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive pay

Life insurance

Staff discounts

Wellbeing support

Team events

Job summary

Shepherd Neame is hiring a Web Support Analyst to help maintain and enhance our online presence for Britain’s oldest brewer. You’ll work with pubs, hotels and the brewery team to keep content accurate, engaging and up-to-date, while supporting site performance and user experience across our digital platforms.

You’ll update Drupal CMS content, investigate issues, and assist with analytics, SEO and third-party platforms, visiting venues to understand their online reflection.

Qualifications

• Experience in a web, digital or IT support role.
• Experience using a CMS, ideally Drupal.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Customer-focused approach to delivering high-quality digital experiences.
• Ability to manage multiple priorities and collaborate across teams.
• Interest in website performance, analytics, SEO and digital best practice.

Responsibilities

• Maintain and update website content via Drupal CMS, ensuring accuracy and engaging information.
• Support pub and operational teams with website enquiries and content updates.
• Manage information across third-party platforms (Google Business Profiles, Yext, etc.).
• Investigate and resolve website issues including UX and functionality.
• Monitor site performance using analytics and identify improvement opportunities.
• Assist SEO and GEO optimisation to boost online visibility and engagement.
• Test site changes to ensure quality and seamless user experience.
• Collaborate with internal and external partners on website enhancements.

Skills

CMS (Drupal)

Communication

Problem solving

Stakeholder management

Education

Experience in web/digital IT support

Tools

Drupal CMS

Google Analytics

Yext

Job description

Web Support Analyst - Connect and Support!

Have you got a passion for websites, digital content and delivering great customer experiences online?

Shepherd Neame is looking for a Web Support Analyst to join our Web Team, supporting and developing the digital presence of Britain's oldest brewer. With more than 250 pub websites and a growing range of digital platforms, this is an exciting opportunity to play a key role in ensuring our customers have accurate, engaging and up-to-date online experiences.

You will work closely with team members across the business, supporting website content, investigating issues, analysing performance and helping to improve our online customer journey. You'll also have the opportunity to visit our pubs and hotels, gaining a genuine understanding of our unique estate and helping bring each venue to life online.

Where You'll Be Working

At Shepherd Neame, our Support Office in Faversham, Kent is the hub that keeps our brewing tradition thriving. From finance and HR to marketing and operations, this is where innovation meets heritage.

We're looking for passionate, proactive individuals who want to make an impact behind the scenes - supporting our pubs, hotels, and brewery teams to deliver exceptional experiences. If you're ready to combine your skills with a company steeped in history and driven by growth, this is your chance to be part of something special.

What You'll Do:

• Maintaining and updating website content through our Drupal Content Management System (CMS), ensuring information is accurate, engaging and up to date.
• Supporting pub and operational teams with website enquiries, content updates and online information requests.
• Managing and maintaining information across third-party platforms including Google Business Profiles, Yext and other digital tools that support our online presence.
• Investigating and resolving website issues, including content inaccuracies, functionality problems and user experience concerns.
• Monitoring website performance and user behaviour, using analytics and reporting tools to identify trends and opportunities for improvement.
• Supporting SEO and GEO optimisation activity to improve online visibility, customer engagement and website performance.
• Testing website changes, updates and enhancements to ensure quality, functionality and a seamless customer experience.
• Working with internal stakeholders, digital partners and external agencies to deliver website improvements, resolve issues and support ongoing development.
• Visiting pubs and business locations to develop an understanding of Shepherd Neame's unique estate and ensure our websites accurately reflect each venue.
• Identifying opportunities to improve processes, user journeys, content quality and the effectiveness of the Web Team's services.

Hours: Full-time, 37.5 hours per week (Mon-Fri, 08:30-17:00)

Why Join Shepherd Neame?

• Competitive Pay - rewarding your skills and contribution
• Life Insurance - 4 x your salary (for members of the Pension Scheme)
• Staff Discounts - enjoy savings in our pubs and hotels
• Wellbeing Support - access to 24/7 GP, counselling and mental health resources
• Fun Company Events - be part of a team that celebrates success

What You'll Need:

• Experience in a web, digital or IT support role.
• Experience using a Content Management System (CMS), ideally Drupal.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• A customer-focused approach and a desire to deliver high-quality digital experiences.
• The ability to manage multiple priorities and work collaboratively across teams.
• An interest in website performance, analytics, SEO and digital best practice.

Why Shepherd Neame?

Our culture is built on Sheps Spirit, Working Together, Pride and Passion and Authenticity - values that have guided us for over 300 years. When you join us, you become part of a team that celebrates tradition while shaping the future.

Ready to keep Britain's brewing tradition alive?