The Modes Users Association (MUA) is a not-for-profit organisation that, since the 1990s, has successfully provided museums’ collections management software (Modes), including membership, customer service and support, to approximately 800 museums and art galleries within the UK.
The MUA has a team of two (Services Manager and Business Support Manager) supported by external development contractors. Annual sales have clearly demonstrated the need to increase the team’s technical and customer service capacity and ensuring business continuity.
This new role offers scope for development and valuable experience within technical and customer service disciplines, specifically within the cultural, museums, and heritage sector.
Responsibilities
Technical & Software Support
* Assist the Services Manager by supporting the Modes technical software development lifecycle, including scoping, unit and user testing, and creating application packages (e.g., XSLT) and installation packages (e.g., Inno Setup) for new Modes software releases.
* Develop an in-depth understanding of the Modes software, its releases, and configurations through ongoing personal development to provide excellent customer service and ensure business continuity.
* Liaise with external contractors as directed to support the development of new Modes software releases.
* Maintain a log of reported Modes software bugs and requirements (both functional and non-functional), including agreed prioritization and current status.
* Assist with writing and proofreading Modes documentation, including new software release notes.
* Proactively flag technical risks to the Services Manager and assist in maintaining a risk register.
Customer Service
* Provide 1st and 2nd line support for Modes customers by phone, email, and chat.
* Assist with converting and migrating customers’ databases into Modes.
* Support the production and circulation of newsletters and other communications to MUA members and Modes users.
* Assist in creating audio-visual support documentation for the Modes website and other platforms (e.g., webinars).
* Assist in delivering Modes training to customers via appropriate channels.
General Responsibilities
* Provide support to the Business Support Manager and Board Directors as directed.
* Undertake additional tasks that are reasonable and commensurate with the role.
* Maintain a professional demeanour with MUA members, Modes customers, and colleagues.
* Abide by the MUA’s policies and procedures at all times.
Person Specification
Essential Experience & Skills:
* Proven ability in software support and customer service.
* Strong analytical and problem-solving skills.
* Excellent verbal and written communication skills.
* Strong team-working skills.
* Commitment to ongoing personal development.
Desirable Experience & Skills:
* A computing degree or technical experience from a related discipline or equivalent IT working experience (minimum of 1 year).
* Interest in or experience within the cultural, museums, and heritage sector.
* Experience or knowledge of XSLT and Delphi programming languages.
Equal Opportunities Statement
Modes Users Association is committed to being an equal opportunities employer. We welcome applications from all individuals regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
We are happy to discuss and accommodate any reasonable adjustments required during the recruitment process or employment. Please contact us if you have any specific needs.
Salary and Benefits
* Salary: Competitive, dependent on experience and qualifications, and in compliance with the National Minimum Wage Act and Living Wage standards.
* Benefits: This role includes an enhanced pension scheme, 28 days of annual leave (inclusive of Bank Holidays), employee assistance program and access to professional development opportunities.
Health and Safety
The Modes Users Association is committed to ensuring a safe and healthy working environment, whether at the office or home. Necessary risk assessments and support will be provided for all employees.
Working Arrangements
The primary place of work will be the Modes Users Association office in Derby. Flexible working arrangements, including remote work, may be considered following an initial probation period, subject to the needs of the organisation and the employee.
Job Type: Full-time
Pay: From £30,000.00 per year
Benefits:
* Casual dress
* Health & wellbeing programme
* Referral programme
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (preferred)
* Administrative experience: 1 year (preferred)
Language:
* English (required)
Work Location: In person
Application deadline: 02/02/2025
Reference ID: MUA/TSA/2025
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