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Page 1 of 19
London (On-site)
Birmingham, West Midlands
Leeds, West Yorkshire
Redcliffe, Bristol City
£39,403 - £48,846 per year
Full-time
Permanent
Job description

PCS is looking to appoint a Technology Services Officer to the Technology Services Team.

The post will support the Technology Services Managers to create a skilled and effective team providing development, technical support and training to staff and other users in all aspects of digital and ITT services.

You will have a qualification in or experience of working with digital platforms or customer relationship management systems. All postholders will need training to acquire the ADX Administrative Essentials for New Admins in Lightning Experience certification, if not already held.

Salary and Location

  • Band 3, London Spine points 33-29 or Regional Spine points 37-33
  • Starting salary: London £43,715 p.a. rising to £48,846 p.a. in annual increments or Regional £39,403 rising to £43,715 p.a. in annual increments
  • PCS Clapham or Regional PCS Office

Successful candidates for the Technology Services Officer will be able to demonstrate:

  • Knowledge of customer relationship management systems, specifically Salesforce
  • Experience in contributing to a project, using structured project management systems and processes
  • The ability to identify technical problems and resolve them efficiently within set timeframes
  • Providing technical support for helpdesk queries
  • Planning and delivering training

The main duties of the Technology Services Officer role include:

  • Assisting in preparing reports on system performance highlighting potential risks or malfunctions
  • Assisting in the development of a high level of proficiency in PCSs Technology tools e.g. our CRM, membership database, digital applications, bulk email and social media platforms
  • Working as part of the Technology Services team on the database and integration, automation and change projects
  • Working with the Technology Services manager to build and maintain analytics that measure the effectiveness of digital applications for staff and members

Closing date: at 12 midday on Tuesday 15 July 2025

Interviews will be held by Zoom: Thursday 31 July 2025

About PCS

PCS is the Public and Commercial Services Union, representing many thousands of members working in the civil service and related areas.

Employer Benefits

You will have access to a generous package of staff benefits including

  • flexible working (including hybrid working)
  • childcare and family support
  • generous maternity/paternity leave
  • 32 days leave and Christmas closure
  • pension scheme
  • employee assistance programme

Learning and Development

The union offers a wide range of learning and development opportunities. We will work with you to support your continued professional development.

PCS Recruiting Process

We use CVMinder to manage all recruitment activities. It helps us to maintain our commitment to equality and diversity by ensuring that we are fair and compliant with our recruiting practices.

Applications must be received by the closing date and time specified.

Candidates invited for interview are required to make themselves available on the date/s specified. Interview dates cannot be changed to accommodate candidates who are unavailable to attend on the specified date.

  • CVs will not be accepted. Please see the job description/person specification and follow the application process.
  • PCS is working towards equal opportunities and is positive about disabled people.
  • All posts can be considered on a full-time, part-time or job share basis.

Please view our guidance for applicants.

JOB DESCRIPTION: TECHNOLOGY SERVICES OFFICER

Ref: 0425

Grade: Band 3, London/Region

Salary:

London Spine points 33-29

London Starting salary £43,715 p.a. rising to £48,846 p.a.

Regional Spine points 37- 33

Regional Starting salary £39,403 p.a. rising to £43,715 p.a.

Location: London or Region

Purpose of the job:

To assist in maximising the potential for union growth, development and success through managing, co-ordinating and supporting the work of the department/unit, in line with PCS policy and our ethos as an organising union.

Responsible to: Technology Services Manager

Responsible for: Staff in Bands 1 and 2 (where appropriate)

Contacts

External:

Contractors, suppliers, and service providers, PCS Union Representatives, Members, Government Departments, Employees of other trade unions, TUC, Employers, legal and other professional

Internal:

Service users, staff, senior lay officers, senior full-time officers

Main duties and responsibilities

1. Systems Management General

  • Assist the line manager by monitoring development initiatives and ensuring work completed meets the requirements within the given time frame. Report to line manager as appropriate
  • Assist in preparing reports for line manager on system performance highlighting potential risks or malfunctions
  • Assist in ensuring commissioned and installed new applications and customised existing applications are fit for purpose
  • Support line manager by making as appropriate where new systems are designed that could be applicable to the wider union
  • Assist in the development of a high level of proficiency in PCSs Technology tools e.g. our CRM, membership database, digital applications, bulk email and social media platforms
  • Work as part of the Technology Services team on the database and integration, automation and change projects
  • Assist the Technology Services team in development to deliver high quality digital solutions
  • Ensure that the views of users are reflected throughout the development and delivery of digital applications
  • Explore and recommend new digital applications and developments to the Technology Services team based on best practice and user feedback
  • Ensure a high standard of accessibility and usability across our platforms at all times
  • Contribute to project-based work, using structured project management systems and processes
  • Work with colleagues across PCS to deliver change through the Technology Services teams work
  • Work with the Technology Services manager to build and maintain analytics that measure the effectiveness of digital applications for staff and members
  • Respond to data integrity issues reported to the Technology Services team and create solutions to those issues
  • Participate in the review and installation of managed packages on the digital platform
  • Support the Technology Services manager where required to ensure sufficient maintenance and security of the Salesforce platform
  • Document any changes made to the digital platform through both maintenance of existing functions and development of new applications
  • Continuously review the efficiency of PCSs digital platforms
  • Monitor the departments compliance with legal issues such as accessibility, copyright, and data protection
  • Communicate recent additions/changes to staff and members
  • Support the process of providing suitable equipment, software and reasonable adjustments arising from DSE risk assessments and other identified needs

2. Systems Management Digital

  • Comply with maintaining database results through the set protocols and standards and controls for data processing
  • Monitoring database efficiency through the reporting and analysis tools
  • Support line manager with preparations for database expansion by studying plans and requirements
  • Assist line manager to coordinate, design, programme and create complex query definitions to extract accurate data
  • Support the continued development and implementation of Salesforce by working with line manager and external contractors
  • Support the upgrading of software by assessing transaction processing and database production options
  • Maintain database performance by troubleshooting problems using internal or external resources
  • Assist in the security of database by developing policies, procedures, and controls with the data protection officer
  • Assist in training others in how to input and extract data
  • Ensure the requirements of users are established, monitoring user access and security
  • Communicate regularly with technical, applications and operational staff to ensure database integrity and security
  • Assist with writing database documentation, including data standards, procedures and definitions for the data dictionary (Meta data)
  • Deal with reporting fault mechanism within Salesforce

3. Systems Management Networks and Infrastructure

  • Assist with the development and make best use of ITT office systems including ensuring staff are appropriately trained, regularly reviewing existing systems, and ensuring consistency and organisational best practice across systems and procedures and their practical application, including helpdesk and technical support where appropriate
  • Assist with implementing an ongoing development and monitoring process for systems including managing resources, gathering, monitoring, collating, and reconciling information, checking allocations, preparing reports, and highlighting budget over- and under-spends
  • Support the statistical systems to produce reports and analyse information i.e. budget reports, room bookings, and video conference/zoom usage statistics
  • Assist with liaising with software and hardware suppliers, and other key contacts on resolving issues, providing advice, etc.

4. Training and support

  • Train staff members and lay officers in the use of PCSs analytical tools
  • Develop good working relationships with colleagues
  • Provide ongoing support and advice to staff and other members of the Technology Services team
  • Draft guidance and advise PCS staff and other contributors about Technology strategies relevant to their specific needs
  • To proactively develop Technology skills through training courses, and using on-line resources

5. People Management (where appropriate)

  • Manage work allocation and workflow, future planning and support for team/line manager
  • Motivate and manage individuals and the team as a whole to provide a high standard of service
  • Check work standards and maintain consistent quality of delegated tasks
  • Seek to continuously improve the effectiveness and efficiency of the team
  • Through induction, the appraisal system and one-to-ones, identify staff training and development needs, train or organise formal/informal training
  • Proactively promote diversity issues in line with the wider PCS approach
  • Apply the staff conduct policies as and when required e.g. discipline, grievance, capability, dignity at work and IT security policies
  • Ensure that the health, safety and welfare of staff is maintained and improved, in accordance with PCS and statutory policies
  • Deputise for line manager when required

6. Team Working

  • Proactively promote team working
  • Initiate, organise, lead and participate in team meetings as appropriate
  • Maintain high levels of confidentiality of sensitive issues at all times
  • Provide assistance to team members

7. General

  • At all times implement and promote the PCSs Equal Opportunities Policy and adhere to the PCS Values
  • Take due and reasonable care of self and others in respect of Health & Safety at Work
  • Participate in appraisal, training and development systems
  • In all work activities, comply with data protection legislation and PCSs requirements for the protection of personal information and the privacy of individuals
  • Act in a manner that enhances the work of the PCS and its overall public image
  • Such other duties that may reasonably be required and which are within the level of the responsibility of this post
  • Willing to work outside normal office hours and location subject to personal circumstances, and advanced notice

Person Specification: TECHNOLOGY SERVICES OFFICER

Ref: 0425

Date: July 2025

Location: London/Region

ESSENTIAL FACTORS

QUALIFICATIONS

  • Qualification in or experience of working with digital platforms or customer relationship management systems, specifically Salesforce

EXPERIENCE

  • Providing support and advice to colleagues
  • Experience of applying usability and accessibility best practice
  • Planning and delivering training

TRAINING

(including continuous professional development)

  • Evidence of ongoing training and personal development
  • Willingness to undertake further learning and development, specifically the ADX201 Administrative Essentials for New Admins in Lightning Experience certification
  • Commitment to undertake job-related training
  • Commitment to participation in the appraisal and development review process
  • Commitment to staff development

KNOWLEDGE

  • Customer relationship management systems, specifically Salesforce
  • Databases
  • Agile Project Management
  • Digital application coding or configuration management
  • User centred design and current usability testing procedures
  • Knowledge and understanding of trade unions and work of the public sector

SKILLS

  • Design and implementation of work processes
  • High standard of communication skills
  • High level of problem solving, analytical and collaborative skills
  • Attention to detail and systematic working
  • Ability to work using own initiative
  • Excellent project management skills

OTHER

  • Commitment to the application of equal opportunities policies and practices at work
  • Willing to work outside normal office hours and location
  • Attend Annual Delegate Conference as required

Posted by
PCS View profile Organisation type Non Charity Employer Company size 101 - 500
Posted on: Tuesday, 1 July 2025
Closing date: 15 July 2025 at 12:00
Job ref: 36949-554-07010314
Tags: IT

The client requests no contact from agencies or media sales.