Web Support Analyst

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 resources
Generous company pension plan
Death in service of 4x your salary, if you join the company pension scheme
Enhanced maternity, paternity, adoption and sick pay
Mental health and wellbeing support for all, including our own Mental Health First Aiders
A range of healthcare options and support
Annual flu jab
25% discount on food and drink at Shepherd Neame Managed Houses
25% discount on overnight Managed House Hotel bookings
Up to 40% discount on own-brand beer and cider purchased from the Visitor Centre Shop at Faversham
Instant access to discounts with high street retailers, supermarkets and more!
Birthday Club exclusive offers and discounts
The drinks are on us during monthly get-togethers for team members in our Visitor Centre, along with our Summer and Christmas parties
The opportunity to develop & move within the Support Office, Brewery & our pubs
Join our reward and recognition platform, Sheps Hut
Benefit from the support offered by the Licensed Trade Charity to those working in the brewing industry
Receive one additional day of paid leave per year to volunteer for a charity of your choice
Working 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 channels
Respond to and troubleshoot any web-related issues
Investigate faults, determine root causes, and ensure timely resolution with internal and external support partners
Manage and prioritise tickets effectively, escalating when needed
Maintain user documentation, FAQs, and internal knowledge base articles
Conduct regular testing and support deployments including release validation
Monitor performance and recommend optimisation improvements linked to business KPIs
Help ensure security and data protection best practices are followed
Collaborate closely with IT and Marketing teams to improve customer journeys across all divisions
Engage with users and gather feedback to identify pain points and enhancements
Support licensees and operational teams in using web tools and digital services confidently
Contribute 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 management
Clear, approachable communication skills, especially with non-technical users
Good analytical problem-solving skills and attention to detail
Experience 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 improve
A 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 Together
Pride and Passion
Authenticity
Sheps 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.