Are you passionate about web technology and motivated byproviding 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 a Web Support Analyst to join our Support Office team in Faversham. Working closely with our Webmaster, building strong relationships with IT, Marketing & Operational teams, you will help ensure the business can serve all customer types seamlessly across all divisions, 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:
1. 25 days holiday (+ bank holidays)
2. Access to flexible pay and financial wellbeing resources
3. Generous company pension plan
4. Death in service of 4x your salary, if you join the company pension scheme
5. Enhanced maternity, paternity, adoption and sick pay
6. Mental health and wellbeing support for all, including our own Mental Health First Aiders
7. A range of healthcare options and support
8. Annual flu jab
9. 25% discount on food and drink at Shepherd Neame Managed Houses
10. 25% discount on overnight Managed House Hotel bookings
11. Up to 40% discount on own-brand beer and cider purchased from the Visitor Centre Shop at Faversham
12. Instant access to discounts with high street retailers, supermarkets and more!
13. Birthday Club exclusive offers and discounts
14. The drinks are on us during monthly get-togethers for team members in our Visitor Centre, along with our Summer and Christmas parties
15. The opportunity to develop & move within the Support Office, Brewery & our pubs
16. Join our reward and recognition platform, Sheps Hut
17. Benefit from the support offered by the Licensed Trade Charity to those working in the brewing industry
18. Receive one additional day of paid leave per year to volunteer for a charity of your choice
19. Working Hours: Full-time, hours per week. 08:30 17:00, Monday to Friday with 1 hour lunch (unpaid)
Duties and Responsibilities:
Reporting to the Webmaster, you will:
20. Support the smooth operation of Shepherd Neame’s websites and online services across hospitality, retail, and partner channels
21. Respond to and troubleshoot navigation, content, access, and functionality issues
22. Investigate faults, determine root causes, and ensure timely resolution with internal and external support partners
23. Manage and prioritise tickets effectively, escalating when needed
24. Maintain user documentation, FAQs, and internal knowledge base articles
25. Conduct regular testing and support deployments including release validation
26. Monitor performance and recommend optimisation improvements linked to business KPIs
27. Help ensure security and data protection best practices are followed
28. Collaborate closely with IT and Marketing teams to improve customer journeys across all divisions
29. Engage with users and gather feedback to identify pain points and enhancements
30. Support licensees and operational teams in using web tools and digital services confidently
31. Contribute to reporting on trends, quality, and service performance
The Ideal Candidate:
32. A solid understanding of web technologies ( HTML, CSS, JavaScript)
33. Experience with CMS platforms ( WordPress, Drupal, Joomla)
34. Familiarity with hosting, DNS, and domain management
35. Clear, approachable communication skills, especially with non-technical users
36. Good analytical problem-solving skills and attention to detail
37. Experience using support ticketing systems ( Halo, Jira, Zendesk)
38. Awareness of web analytics and performance tools ( Google Analytics)
39. A collaborative, proactive mindset and a desire to continually learn and improve
40. 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:
41. Working Together
42. Pride and Passion
43. Authenticity
44. 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.