Customer Support Engineer
Hours: Part time, 20 hours per week, Monday – Friday 8am - 12pm (4 hours per day)
Contract: Fixed term role until 31 March 2027
Salary: £30,500 - £32,000 per annum, pro rata (£16,500 per annum for part time hours) plus Into Film Benefits
Location: Edinburgh, Belfast, Cardiff, Salford or London. We operate in a hybrid pattern, combining home working with attendance at the office.
About Into Film
Into Film is the UK’s leading charity for film in education and the community. We provide screen industry careers information and advice, support young filmmakers, and bring the power of moving image storytelling into classroom teaching.
We also run the annual Into Film Festival which enables more than 400,000 pupils to visit the cinema for free, and the Into Film Awards - the UK’s leading showcase for young filmmaking talent.
The core Into Film programme is free for UK state schools, colleges and other youth settings, thanks to support from the BFI, awarding National Lottery good cause funding, and through other key funders including Cinema First and Northern Ireland Screen.
Our vision – Film enriches the life of every child and young person.
Our mission – To inspire and support young people to learn, and to realise their creative, cultural and career aspirations, through film and the moving image.
Into Film operates a hybrid working policy with offices in London, Cardiff, Belfast, Edinburgh and Salford.
We are open to flexible working models wherever the role allows, including working compressed hours. We also offer a range of staff perks and benefit, which are detailed below.
Role Summary
The main function of the Customer Support Engineer (“CSE”) role is to ensure those who choose Into Film receive the most positive support possible from the organisation. So, the CSE will play a key role in our product strategy, demonstrating our commitment to high retention of account holders.
The role exists as the front line of customer technical support for users of Into Film’s online offer, including the educator, club member, and online learning websites.
The CSE supports organisations, film clubs, educators, young people, and other account holders on their journey from recruitment to brand advocate. The CSE also plays a key role in monitoring issues and account activity, analysing these to inform new features and opportunities for the organisation.
Main Responsibilities:
- Provide customer service and manage support queries from users of our products and services, including cases from info@ and support@ email inboxes, phone calls, live chat, etc., via Salesforce, our Customer Relationship Management system (“CRM”)
- Troubleshoot and where necessary escalate technical issues to the Customer Support Engineer Coordinator and/or digital team via JIRA ticketing application
- Participate in rota for answering the main Into Film phone line
- Ensure that support documentation, including user-facing Frequently Asked Questions (FAQs), Knowledgebase (KB), and other website pages, are updated and developed to include the latest solutions for issues encountered by our users
- Assist with detailed reports on customer service issues utilising the CRM, including issue type and frequency
- Assist with creation and distribution of support-focused surveys of our users
- Assist with onboarding and provide escalation support should demand require outsourcing to service vendors or contractors
- Assist Customer Service Engineer (Coordinator) on projects and work areas defined by the Head of Product and Technology
- Any other reasonable duties assigned by Into Film.
General Responsibilities:
- Commitment to quality internally and in all dealings with Into Film’s stakeholders including teachers, children and young people, industry partners, funders, supporters, parents and carers, and members of the public.
- Commitment and active participation in helping Into Film live its EEDI values and ethos through everything it does.
- Contribute to long term planning to ensure growth in line with demand and resources.
- Contribute to the regular monitoring and evaluation of Into Film’s work.
Person Specification:
Minimum Requirements:
- Excellent customer relationship and service management skills
- Exceptional communication skills (verbal and written)
- Excellent time and project management skills, including an ability to prioritise and plan to maximise efficiency
- A good understanding of Salesforce or similar CRM, including service measurement tools, analytics, metrics and insights
- A good understanding of the education market and curriculum (formal and informal)
Desirable:
- Familiarity with the Microsoft Office Suite (Office 365)
- Salesforce case management experience (Service Cloud)
- A love and knowledge of film
All Into Film staff work in a hybrid pattern, combining home working with attendance at their local and national office when required, along with some travel across the UK, as appropriate to the role.
We are open to flexible working models wherever the role allows, including working compressed hours.
We also offer a range of staff benefits and perks, including:
- Annual Leave – 28 days (full time/pro-rata), including 3 days to cover office closure between Christmas and New Year.
- Pension – matched up to 5% of salary (2% above statutory employer contribution).
- Flexible working including compressed hours, job share etc. – all applications favourably considered, approval will be at the discretion of Into Film.
- Enhanced parental/paternity/shared parental leave.
- Interest-free non-essential study loans.
- Interest-free bike/scooter/travelcard loan.
- Employee Assistance Programme (EAP) – 24/7 confidential wellbeing support, advice and guidance.
- Wisdom health insurance cover – non-contributory (apart from employee tax contribution).
- BenefitHub portal - offering discounts on healthcare, wellbeing products, and lifestyle products and services.
All employees regularly working with children and member data are required to undertake and maintain enhanced DBS clearance (and/or Access NI check or Disclosure Scotland check, depending on working location), acquired at Into Film’s expense; employment is dependent upon this.
Closing: 10:00am, Tuesday 30th June 2026 (BST)
Interviews will be held between 14th and 15th July 2026.
Interested?
If you would like to find out more, please click the apply button. You will be directed to our website to complete your application for this position.
No agencies please.
Registered Charity 
51 - 100
Thank you!
The Head of Programming & Creative Producing is a new senior role, working with the Chief Executive to shape and deliver the artistic output of the Philharmonia.
The postholder works hand-in-hand with the Head of Artistic Planning, and members of the Executive team to programme and artistically shape traditional concert programmes at various scales and in various contexts, as well as learning and digital projects and pre- or post-concert activities. The postholder also leads on the development and producing of new performance formats for own-promoted concerts.
A first-rate creative thinker, you will be passionate about working with conductors, artists and agents to create world-class concert programmes, residencies and series, and will be able to draw on your deep knowledge and understanding of orchestral repertoire, artists, and the wider cultural context, as well as an established network of industry relationships to turn your ideas into reality.
Your artistic interests, however, will range beyond the traditional core, and you will be driven by a personal mission to engage different and new audiences with orchestral music, whether that is through music for films or games, cross-artform and cross-genre collaborations, pre-performance debates, schools performances, VR installations, or different performance formats. You will take a producing approach to new performance formats, keenly appreciative of the importance of staging, narrative and flow for contemporary audiences.
You know the importance of equality and diversity on stage in building a future for classical music, and are an active champion of creative projects which demonstrate this. Discovering new artists and musical voices will be second nature to you, just as you will be sensitive to the needs of established artists and composers in shaping a project. While your focus is on the quality of the artistic output, you will maintain in-the-round awareness of the complex jigsaw of sometimes competing priorities and restrictions into which any project has to be delivered, including box office and audience development targets.
An important member of the HODs Team with a close relationship to the Philharmonia Orchestra Artistic Committee, this role suits a collaborative and inclusive emerging leader who acts with integrity, and who can manage complex systems and personalities in line with the Philharmonia’s mission to create the orchestral experience of the future.
Key Responsibilities
Strategic Planning
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Research and identify future featured artists, composers and guest conductors proactively
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Research and develop ideas and concepts for season themes and series
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Create mainstage programmes in line with the artistic strategy of the Philharmonia Orchestra in close consultation with the Chief Executive and conductors
Leadership and Management
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Lead on chamber music programming, including liaison with players over proposals
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Lead on the development of wrap-around activity on concert days
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Lead on opportunities for commissioning and co-commissioning of new works, negotiating commission fees and contracts. Liaison with publishers.
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Lead on programming Philharmonia Residency venues, taking both box office and logistical considerations into account
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Lead on Philharmonia Records, developing and overseeing the recordings strategy and identifying and planning recording projects for own-label release
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Initiate and develop non-standard orchestral projects for own promotions, such as film or games music formats, formats using visuals, cross-artform or cross-genre collaborations, and performances in non-traditional venues
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Artistically and operationally produce all non-standard orchestral projects, including shaping narrative, stage presentation, and close working with the venue technical staff, supported by relevant project managers
Key tasks
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Develop repertoire ideas and ensure timely registration on clash-diary, with support from Co-ordinator
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Collaborate with Director of Tours and Project Development and partners to develop programmes for foreign touring and commercial projects, while considering market and budget limitations
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Collaborate with the Learning and Engagement Department on programming for education and learning performance formats, including Artist in Residence Programme and Orchestra Unwrapped, leading as required
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Collaborate with the Development Department on funding approaches to support programming, and work with them on programming fundraising performances and events
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Collaborate with Head of Digital Product and Experience on repertoire and project development for PO Virtual Orchestra
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Join the Artistic Committee discussions re future plans as required
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Listen to recordings to assess suitability for release, and discussing in-house recordings with Artistic Committee.
Other
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Work as part of the HODs team on developing future business plan and strategies built around the Orchestra’s mission, vision and values
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Be in regular contact with Marketing colleagues to help shape season narrative and proof-read key documents.
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Act as artistic liaison with external promoters and project partners as required
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Attend rehearsals and performances at Southbank Centre and at venues out of London and overseas as required, in order to meet artists and monitor artistic performance and quality
Skills and Qualifications
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Excellent track record of working in artistic planning or artist management (min 5-7 years)
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First-class knowledge of orchestral repertoire and artists, as well as the work of the Philharmonia Orchestra
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Demonstrable creative programming experience at an advanced level
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Demonstrable entrepreneurial mindset with a successful history of creating new projects
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Current experience of development of UK and international markets for orchestras
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First class communications, influencing, and negotiation skills – and the ability to make the case effectively and enthusiastically
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A collaborative team player able to develop excellent working relationships across the organisation
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Flexible and positive attitude, as well as the ability to think laterally and creatively to overcome obstacles
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High level of professionalism, self-motivation and organisation, and an ability to manage complex issues effectively.
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Ability to regularly work out of hours and travel, as required.
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Diplomatic and capable of being an excellent ambassador for the Philharmonia Orchestra
The client requests no contact from agencies or media sales.