Website Support Manager

£23000 - £25000 per annum

Job Title: Website Support Manager

Location: Liverpool

Salary: £23,000 to £25,000

Job Type: Full Time, Permanent

The Company:

Connect is a specialist provider of award-winning web solutions. We are experts in web development and design, intranet development, app development, content management systems, database systems and software development. We also provide web hosting, and support services such as SEO. Our main client base is public sector and we have a smaller but prestigious private sector client base. Our clients include the DVLA, HMRC, HM Treasury, North West Ambulance Service, NHS Education for Scotland, North West Air Ambulance, Cardiff University, the Welsh Government and Hewlett Packard. This is just a selection of the prestigious client base that you would be working with.

Connect is situated in the heart of Liverpool city centre with everything that has to offer, including excellent public transport links. We operate a Cycle to Work scheme, a free life assurance scheme and provide free eye tests. Fruit, tea and coffee are provided for all staff and we have a programme of social events that everyone is welcome to get involved with. We are one of the longest established agencies in the UK with a wealth of knowledge and expertise. We pride ourselves in being a friendly and welcoming workplace where our staff are our biggest asset. We are working under a hybrid model, with staff having the option to work from home each Thursday and Friday.

The Role:

Do you want to work for an award-winning, digital technology company based in Liverpool city centre? Do you have a passion for excelling in customer service and for providing the highest level support? Maybe you are looking for a way to turn a technical background into an exciting new prospect for your career?

Connect is looking for a Website Support Manager to take the lead on managing existing clients who have support contracts with us. The focus of the role is both around the work we are doing with them now, and to provide clear paths to show how we can help them in the future. We boast an impressive repeat business rate and we want you to make sure we maintain that whilst exploring new avenues to work with our clients. We’d love you to share your ideas around best practice and bring a clear perspective to client relationships, assisting in the management of our client accounts.

We have identified this new role to centralise and unify what we do in two key areas:

  • delivering ongoing support services to clients
  • proactively identifying opportunities to enhance client sites


  • Liaising with clients regarding support requests, responding within SLAs
  • Prioritising, scheduling and pricing work appropriately
  • Providing regular reports of support activity on a client-by-client basis
  • Logging and monitoring support requests, solutions proposed and turnaround times using an online tool
  • Proactively identifying innovations and examples of best practice
  • Reviewing and proposing ways we can offer an improved customer experience to our clients
  • Assisting Project Managers to maintain good communication with clients and maintain on-going dialogue

The Candidate:

Essential Requirements:

  • A good degree or NVQ Level 4+ in a suitable subject, preferably an IT related degree
  • High level skills in MS Word and Excel
  • A good understanding of the website development process
  • An understanding of the software development life cycle
  • Keen to continuously learn and develop your skills in web site development and management
  • Great problem solving skills
  • Excellent communication skills, able to liaise at all levels with clients and the wider team
  • Great organisation skills, able to work across multiple projects and prioritise
  • A thorough eye for detail
  • Great team player
  • The capability to deliver to strict deadlines
  • Enthusiasm for web technology, IT and all things digital
  • Other tasks, as appropriate.

Desirable Requirements:

  • Experience of managing website content using a CMS such e.g. WordPress, Umbraco or similar
  • Experience of project management in a digital environment
  • Experience of website design and development and/or software testing

Connect is an Equal Opportunity employer. No agencies please.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of Web Developer, Web Designer, Front End Web Developer, Web Development, Software Development, JQuery, SQL, Web Engineer, HTML, PHP, Java, CSS, JavaScript, SQL Server, Bootstrap, MYSQL, WordPress, Front End Developer, Web Design, SQL Developer, MySQL Developer, SQL Developer, IT Engineer, HTML Developer, Web Technician, Web Engineer, Skilled Web Developer, Website Developer, Senior Web Developer, PHP Developer, Account Management, Website Support, Web Project Management, Client Management, Client Support, Client Liaison may also be considered for this role.