It Support Assistant Jobs in Exeter, Devon

Salary: £34,085 per annum

Location: Homeworking (occasional travel to London and other locations as required)

Contract: Permanent

Hours: Full time (37.5)

Closing date:Thursday 25th April 2024 at 11:30pm

Has your proficiency in Microsoft Dynamics CRM, similar CRM platforms or other comparable enterprise-level software been gained in a helpdesk environment? Then join Shelter as a Dynamics Support Analyst and you could soon be playing a vital role within our Applications Lifecycle Management (ALM) team.

About Shelter

A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change, with individuals, in communities, across society, and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. This is your chance to play a part in the fundamental change we are striving to achieve.

At Shelter we are united by our purpose to defend the right to a safe home. Our enemy is the social injustice at the core of the escalating housing emergency. We believe that to win that fight, we must be representative of the people we are here to help and those who support our movement for change. In all our people decisions, we take pride in being inclusive, fair, equitable and transparent.

We have committed to combat racism both within and outside Shelter and welcome you on our journey to becoming a truly anti-racist organisation.

About the Team

Amongst other key systems, the ALM team supports two critical CRM solutions which underpin our engagement with both our clients and supporters. We’re also part of the Business Enablement team within Shelter’s Technology & Data (T&D) Department. T&D consists of 30+ people based across the country, with bases in London, Sheffield and Edinburgh and is accountable for developing and leading Shelter’s technology and data strategic priorities and providing a secure infrastructure. The management of data and insight to underpin strategic outcomes, delivery of technology change projects, data governance and provision of support for a range of software, systems and platform tools also fall under T&D’s remit.

About the role

Working as part of a team with a diverse portfolio of skills, as a Dynamics Support Analyst you’ll have plenty of opportunity to deepen your knowledge of our CRM systems, as well as expand into other areas. You’ll be the first point of contact for users seeking assistant with our CRM systems to ensure that they have a seamless experience with troubleshooting, problem resolution and system guidance.

As part of the role, you will also be monitoring and managing the support ticketing system (Zoho ManageEngine), to ensure timely responses and resolution of queries, at times co-ordinating with other teams and taking ownership to deliver a positive outcome for users. You’ll become an expert user of Shelter’s implementations of Microsoft Dynamics CRM, assisting in basic configuration and customisation tasks.

And we’ll also rely on you to help maintain accurate documentation of support processes, provide input for training sessions, feed into the generation of regular reports and gather user feedback to help us identify areas for improvement.

Indeed, you’ll play a key role in helping the teams that are crucial to our mission - teams which provide advice to people in need and help us understand and engage with our supporters.

About you

To succeed, you’ll need a strong understanding of enterprise-level software (ideally CRM) processes, workflows and data management and the ability to provide first level support to end users. You’ll be proficient in Microsoft Dynamics CRM or similar CRM platforms as a system administrator or expert user. You’ll also need to be detail-oriented ,with a problem-solving mindset and excellent communication and interpersonal skills. As comfortable helping to generate regular reports as you are maintaining accurate documentation, prior experience in a customer support or helpdesk role is essential. Ideally, we’re looking for an individual who has prior experience working with IT Service/Helpdesks and you’ll able to work effectively both on your own initiative and as part of a team helping Shelter achieve its wider goals.

How to apply

Please click ‘Apply for Job’ below. You are required to submit a CV and a supporting statement. The supporting statement should include responses to the ‘About You’ points in the job description of no more than 350 words each. Please provide specific examples following the STAR format and ensure you demonstrate how you address the behaviour below throughout your responses:

• We prioritise diversity and have an inclusive and open mindset

Any applications submitted without a supporting statement will not be considered.

Benefits

We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme.

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We’re here so no one has to fight bad housing or homelessness on their own.

To find out more about the role and the benefits of working for Shelter please visit our website. Apply to be part of our team and be the change you want to see in society.

Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.

WHO WE ARE AND WHAT WE DO?

We are the UK’s student mental health charity. We challenge the higher education sector, health sector, and government to work with students when making decisions that impact them, and make them accountable for prioritising student mental health. In collaboration with students, we show sector professionals what effective student mental health looks like, and bridge the gap between students and the communities around them to ensure their voices are always heard. 

By creating and curating resources, stories and tools, we empower students to build their own mental health toolkit to support themselves and their peers through university life and beyond. We want to empower and inspire students to use their voice to share their stories and advocate for themselves. 

ROLE PURPOSE

As our Executive Assistant (Maternity Cover, 0.8 FTE, Fixed term for 12 months), you will play a crucial role in developing and supporting our charity and strengthening our administration and governance. You will be providing flexible assistance primarily to our CEO, in the planning and delivery of their workload. You will also provide administrative support to the Senior Leadership Team, Trustee Board and other structured groups which shape the charity’s strategy and activities, for example our Clinical Advisory Group.  As such, you will have the opportunity to work with the entire Student Minds team and a variety of stakeholders across the health and higher education sectors.

Key responsibilities:

Chief Executive Officer assistance

• Email and calendar management: helping to prioritise demands, responding to correspondence on behalf of the CEO and following up with contacts post-meetings.
• Arrange meetings and itineraries and coordinate travel as required.
• Stakeholder management support: utilising CRM to maintain updated databases for organisational contacts; support with the completion of contracts and registering purchase orders with suppliers,where the CEO is the lead contact.

Meeting management

• Plan and coordinate relevant meetings to ensure they are purposeful and relevant. These will include Board meetings, Senior Leadership Team Meetings, Leadership Group meetings and any other general committee meetings.
• Provide logistical and administrative support for all meetings, arranging suitable meeting premises or software, preparing and circulating agendas and meeting papers in consultation with the relevant participants (e.g. Chair of the Board, CEO and Senior Leadership Team).
• Coordinate catering requirements and liaise with the finance team to make purchases.
• Take high-quality and accurate meeting minutes and circulate them for appropriate approval and sign-off.
• Ensure prompt follow-up with agreed action points and follow through with ongoing delivery of commitments.

Governance support

• Provide administrative support where applicable to meet the charity’s requirements with
• Companies House and the Charity Commission.
• Support with Trustee recruitment, induction and training.
• Support the charity’s continuous improvement and compliance using tools such as the Governance
• Code.

Senior Leadership Team coordination

• Support with coordinating multi-stakeholder meetings, and liaising with internal and external stakeholders.
• Support members of the Senior Leadership Team or their guests with the use of our core systems and software (Google Workspace, Google Meet, Slack, Mural, Zoom).
• Process any travel expenses for the Senior Leadership Team.
• Manage charity records: provide historical reference by supporting procedures for the retention and disposal of records.
• Welcome guests and provide tours of facilities or support guests to use online meeting software where required.

Other duties

• Such other duties as may be reasonably prescribed by the organisation, appropriate to the grade and responsibilities of this post.
• Provide cover for other team members as necessary to ensure seamless operations and support across the organisation.
• Work to agreed charity and personal targets.
• Attend regular team meetings with Student Minds colleagues.
• Ensure compliance with Student Minds’ internal procedures and all external legal requirements.
• Ensure equality and inclusion responsibilities for your area of work.
• Undertake training and attend conferences as appropriate.
• Engage with and provide feedback on projects and strategic reports developed by other members of the team.
• Work flexibly and undertake tasks to support Student Minds colleagues as required.

BENEFITS

• Generous annual leave allowance - 25 days’ annual leave, plus bank holidays, plus a 2-week winter closure
• Flexible working - we encourage all employees to reflect on when and where they work best and how they need to fit work around caring or other commitments.
• Wellbeing is at the heart of what we do - we support staff to implement Wellness Action Plans and offer 10% of weekly working hours for you to invest in your wellbeing.
• Access to Employee Assistance Programme - we also offer wellbeing support through an Employee Assistance Programme which provides a wide range of resources as well as confidential counselling.

Online Fundraising Assistant

Position Objective:

To contribute to the execution of international PETA entities’ online fundraising programmes by assisting in the production of online fundraising campaigns, social media campaigns, and data management

Term of Employment:

Full-time

Location:

Remote from mainland UK (occasional to travel London required)

Reports To:

Associate Director of International Digital Fundraising

Salary:

£27,000

Primary Responsibilities and Duties:

• Assist with PETA entities’ online fundraising campaigns, including data selection and quality checking, e-mail scheduling, donation tracking, and reporting
• Assist with PETA entities’ social media fundraising campaigns, including ad monitoring, comment section moderating, rejection responses, and reporting
• Assist with the statistical analysis of online fundraising campaigns
• Review online donation transaction data and ensure it is entered into the relevant databases in a timely manner
• Maintain the online fundraising appeal archive and ensure that materials are organised and stored efficiently
• Assist in building online advocacy campaigns for PETA entities
• Ensure the operation of the fundraising and data collection elements of PETA entities’ websites
• In liaison with the supporter services administrator, assist in maintaining and updating supporter records and subscriptions in fundraising databases
• As directed, work with the PETA Foundation US IT Department and database-management vendors to ensure that all data collected online is managed and maintained properly
• Perform any other duties assigned by the supervisor

Qualifications:

• Experience with CRM, ideally Raiser’s Edge or another fundraising database
• Experience with Excel and good numerical skills
• Ability to handle numerous projects simultaneously
• Excellent organisational skills and attention to detail
• Ability to work both independently and within a team environment
• Commitment to the objectives of the organisation
• Adherence to a vegan lifestyle strongly preferred

CASS+ is now seeking to appoint a new CEO who will lead on the development and delivery of the CASS+ strategy.

Our vision is for advice and support to be available in every court across the UK. As a result, the successful candidate will take us into a new period of growth.

People often arrive at court alone, feeling powerless, trapped and terrified. We are free and independent of the system. We sit down and listen. We build trust and use our knowledge and connections to find solutions to complicated situations. We guide people towards positive change and stay by their side for as long as they want us by their side.

Reducing the risk of re-offending

This is how we can reduce the risk of re-offending and improve the lives of people experiencing the Justice System.

You will be leading a dedicated, passionate and knowledgeable team of staff, placements, interns and volunteers focussed on tailored solutions for people facing many disadvantages.

Tim Auburn, Chair of the Trustees, commented:

I am pleased to announce the start of our search for the next CEO at CASS+. This is an extremely rewarding role, leading a team of people who are passionate about giving anyone going through the Justice System another chance.

I am proud to be Chair of this charity which has so much to offer the justice sector.

If you share our values and have the passion, talent and experience, we would love to hear from you.

Do you embody these values?

Humanity first

People are not numbers. We combine empathy, compassion and knowledge to guide each person towards a positive future.

Supportive

We actively listen so that each person gets tailored support at court and into life beyond.

Creative problem-solving

We use our extensive networks and experience of the Justice System to work with others to find solutions.

Helpful

We’re ready and willing to help anyone. We can stay by their side for as long as they want us.

Determined

We never give up. We advocate for people and encourage them to find their own voice.

Growing charity

CASS+ has over 18 years’ experience focussing on social inequalities. We have 11 staff at five sites in five courts, around 21 volunteers, and, each year, we serve over 800 people through the Justice System and into life beyond.

If you share our vision and values and believe in giving people a future, we would love to hear from you.

Application Instructions

To be considered for this position, it is essential that all applicants submit both a CV and a comprehensive two-page letter of application. This letter is a vital component of your application and should reflect your passion, qualifications, and suitability for the role, for more information please refer to the supporting documents.