Head of infrastructure jobs in Manchester

• 37 hours per week
• £40,000 – £42,000 per annum plus 6% pension contribution
• Remote

Rape Crisis England & Wales (RCEW) is the national campaigns and membership body for a network of independent, community-based Rape Crisis Centres working to end child sexual abuse, rape, sexual assault, sexual harassment and all other forms of sexual violence.

The 24/7 Rape and Sexual Abuse Support Line is a national service led by Rape Crisis England & Wales and funded by the Ministry of Justice.

We are looking for a values-led professional with strong digital project skills and a deep commitment to survivor-centred, high-quality services.

Job Summary

As the Digital Project & Product Lead for the 247 Support Line, you will lead the transformation and continuous improvement of the organisation’s digital support line infrastructure, ensuring the technology and processes that underpin survivor support are effective, resilient, and user centred.

This role sits at the intersection of project delivery, product management, and a genuine commitment to the survivors RCEW serves. The right candidate will understand that technology is only as good as the humans who use it and will bring both rigour and empathy to everything they do.

You will be responsible for the end-to-end delivery which, includes defining the product requirements, technology evaluation, procurement, implementation, onboarding, and ongoing optimisation. Working closely with operational teams, suppliers, and stakeholders, you will ensure that our support line products enable support workers to deliver high-quality, accessible services.

Key Responsibilities

 Programme Delivery

· Own and drive the support centre improvement programme from procurement through to live operation, ensuring delivery on time and within budget

· Manage supplier relationships, coordinate and input into the evaluation of bids, and identify, track, and mitigate risks throughout the programme

· Maintain clear, accessible project documentation and provide regular progress updates to senior stakeholders

· Coordinate across internal teams (services, technology, legal, finance) and external partners to keep work aligned and moving

Product & Solution Ownership

· Act as product owner for the support centre platform: defining requirements which meet the needs of support workers and service users

·  As part of a team you’ll evaluate technology options against a set of agreed criteria, with a focus on fitness for purpose, data security and value for money

·  Oversee the bespoke configuration of the chosen platform, working closely with the supplier

· Collaborate with the Head of Service to and I.T Lead to onboard and train the team, ensuring support line workers feel confident and prepared from day one

· Following go-live, take responsibility for the continued health and development of the support centre platform and identify improvement opportunities

·  Champion best practice in digital service design and products across the organisation, building internal capability over time

Information Governance & Data Protection

· Work closely with RCEW's Data Protection Officer and Senior leadership to ensure all aspects of the programme comply with relevant data legislation

Person Specification*

· A proven track record of successfully delivering digital or technology projects on time and within budget

· Able to manage multiple workstreams simultaneously in a fast-paced environment with evolving priorities

·  Ability to assess complex situations, identify blockers, and develop pragmatic solutions

· Ability to gather and translate user needs into product requirements; comfortable working with service design principles and working iteratively to develop or improve digital products

·  Experience and understanding of contact centre software, CRM, and/or case management platforms

·  Proven ability to work across diverse teams and communicate clearly with both technical and non-technical audiences

·  Thorough knowledge of UK GDPR and able to handle highly sensitive personal data and engage with difficult subject matter with care and professionalism

· A team player who builds trust quickly and works effectively across organisational boundaries

· Self-starter who can work autonomously, flag problems early, and drive work forward without constant direction

· A genuine commitment to RCEW's mission to end sexual violence and support survivors

Personal Attributes

We are looking for a skilled and versatile digital professional who combines strong delivery skills with product thinking. You do not need to be a technical expert, but you do need to be confident working with technology suppliers, communicating with both technical and non-technical stakeholders, and making sound decisions under pressure.

Above all, we are looking for someone who understands the importance of the work RCEW does and has a strong track record of delivering digital projects effectively.

Success in the role of Digital Project & Product Lead for the Support Line is determined by the ability to lead and coordinate the successful delivery of digital projects that enhance the effectiveness, resilience, and user experience of the national 24/7 Support Line. Working collaboratively with suppliers, internal teams, operational colleagues, and key stakeholders, the role will ensure that digital solutions are implemented safely, on time, and in line with service requirements.

Key measures of success include:

• Strong supplier engagement and stakeholder collaboration result in agreed solution designs that meet the operational needs of the Support Line.
• A robust project plan is developed and managed in partnership with suppliers, with key milestones achieved within agreed timescales.
• Virtual Contact Centre (VCC) upgrades are configured and delivered in accordance with agreed specifications, supporting improved service delivery and performance.
• Integration testing with existing systems is completed successfully, with issues identified, resolved, and signed off before implementation.
• Operating procedures, user guidance, and supporting documentation are developed or updated to reflect new processes and system functionality.
• Comprehensive training materials are produced, enabling Support Line staff and delivery partners to effectively use new systems and features.
• Training is delivered to relevant colleagues and stakeholders, ensuring operational readiness and confidence ahead of implementation.
• A structured Go Live readiness review confirms that technical, operational, governance, and business readiness criteria have been met before deployment.
• The VCC upgrades are launched successfully with minimal disruption to Support Line operations, supported by effective implementation planning, monitoring, and post-launch issue resolution to maximise adoption and service benefits.

HOW TO APPLY

To apply, please submit a CV and a covering letter (no more than two pages) explaining why you are interested in this role and how your experience meets the person specification.

RCEW is committed to equal opportunities and actively encourages applications from people with lived experience of sexual violence, and from people from communities which are under-represented in our workforce, including Black and minoritised communities, disabled people, and LGBTQ+ people.

All roles at RCEW are subject to an enhanced DBS check. The post-holder will have access to sensitive data relating to survivors of sexual violence and must demonstrate the highest standards of discretion and data security.

Eligibility

Applicants must have the right to work in the UK. Evidence of this will be required prior to appointment.

Additional Information

Please note: We reserve the right to close this vacancy early should we receive a sufficient number of applications. We therefore encourage interested candidates to apply as soon as possible.

Due to the volume of applications received, only candidates selected for interview will be contacted.

About the role

Are you ready to use your marketing expertise to back Indigenous people and protect the world’s rainforests? 

As our Digital Marketing Manager, you won’t just be managing channels; you’ll be the voice for Indigenous and local communities on the front lines of the climate crisis. 

We are looking for a creative powerhouse to lead our digital and press presence, turning complex climate issues into compelling stories that inspire action. This is your chance to shape how the world sees rainforest conservation and drive the engagement we need to meet our most ambitious goals yet.

About Cool Earth 

Cool Earth is a climate charity that protects the rainforest by supporting the people who live there. We have been working alongside local and Indigenous rainforest communities for over 15 years in the three largest and most important rainforests in the world, the Amazon, The Congo Rainforest and the Papua New Guinea Rainforest. Indigenous and local communities have been protecting the rainforest for thousands of years, but unfortunately are now facing a humanitarian crisis, lacking necessities like safe drinking water, infrastructure, healthcare, and stable incomes.

This makes rainforest communities vulnerable to exploitation by illegal loggers and extractive industries, who pressure them to sell their land. Once these industries take over, Indigenous peoples are displaced, losing their ancestral homes, culture, and traditional ways of life, and the rainforest is destroyed. Without these forests to regulate the earth’s temperature the climate crisis will only worsen. So what do we do to help?

By working in collaboration with these communities we help support their livelihoods, improve health, sanitation and education and provide tech to help monitor their rainforest. Our main programme involves giving direct unconditional cash to rainforest communities so that they can decide how best to use it in order to improve their quality of life. Rainforest communities can only defend their land from illegal loggers and greedy land grabbers when they themselves are resilient and strong. We help them get to that point.

What you’ll be doing

Strategic leadership and impact: we have the digital strategy, now we need someone exceptional to deliver it and keep us on our upwards trajectory.

You’ll lead the charge across our website, social media and email to skyrocket our visibility and engagement. By managing our talented Digital Officer, you’ll ensure every campaign isn't just seen, but drives action. Helping to deliver the KPIs that will define our success through 2026 and 2027. 

Social Media and storytelling: in collaboration with our in-country coordinators, you’ll turn raw, frontline stories from people who live in the rainforest, and experts across the team into compelling, high-quality content. You’ll also help us develop key individuals to become the face of Cool Earth’s social. You’ll oversee our organic and paid social strategies (awareness and lead gen), working with our agency partners to ensure every post and every ad isn't just noise, but a meaningful step toward increased engagement and donor conversion. 

Digital innovation and website excellence: you will champion our digital home, working with our web agency to deliver a seamless, high-performing website experience. From SEO housekeeping to major content overhauls for AEO and GEO visibility, you’ll ensure our site is more than just a resource, it’s an accessible, optimised journey that captures the imagination of every visitor and converts visitors into supporters and/or donors. 

PR and influence: You’ll amplify our press work to help break through the noise. By nurturing relationships with our ambassadors and seeking out global influencers, you will secure the kind of content that puts Cool Earth at the center of the climate conversation.

Movement building via email: you’ll lead our email marketing strategy, working with our fundraising team to email supporters weekly with impact, stories from the forest, quizzes and more. You’ll use DotDigital and Salesforce to build deep, automated journeys for new supporters. By working with our CRM lead, you’ll ensure our donors receive the right message at the right time, turning one-time supporters into lifelong advocates for the rainforest.

Data-Driven Growth: You’ll constantly monitor performance and review the data,  providing the Head of Marketing and Communications with the insights needed so we can keep pivoting and growing. 

You’ll be proactive, testing, optimising, and implementing agency recommendations to ensure our supporter base is constantly expanding and our conversion rates are always climbing.

Who you are

You’re a strategic storyteller: You have a proven track record of building high-impact PR and marketing strategies that don't just reach people, they move them.

A digital native: You live and breathe social trends and AI capabilities, knowing exactly how to optimise content for engagement and conversion across every platform.

A natural leader: You thrive on coaching and inspiring teams, whether they are Digital Officers in the UK or content coordinators across the globe.

Data-driven and creative: You can dive into Google Analytics or CRM data to find insights, then use your imagination to turn those numbers and our exceptional content into a winning campaign.

Relationship builder: You’re as comfortable negotiating with a national journalist as you are collaborating with our advocacy and programmes teams.

Mission-aligned: You have a genuine, deep-rooted commitment to environmental justice and the humanitarian principles that define Cool Earth.

Desirable skills & abilities 

• AEO/GEO understanding 

• Experience in the environmental or social justice sector 

• Experience in international fundraising and marketing 

• Fluent in written and spoken Spanish 

Equal Opportunities

At Cool Earth we are committed to equal opportunity and celebrate the unique backgrounds, identities, and experiences of all applicants and employees.

We don't discriminate based on factors like gender, race, age, physical abilities, religion, or sexual orientation. 

Our application process is designed to be accessible and inclusive, and we value your contributions regardless of these characteristics.

Frequently cited statistics show that women and underrepresented groups are more likely to only apply to jobs if they meet 100% of the listed qualifications. We encourage you to apply even if you feel that you do not meet all of the above requirements.

Safeguarding

Cool Earth is dedicated to strengthening the rights and resilience of Indigenous Peoples and Local Communities (IPLCs) living in rainforests. Cool Earth believes that a child, young person, or adult should never experience abuse of any kind. Protecting their safety and their freedom is integral to our work and our values.

Cool Earth is committed to keeping the IPLCs we work and engage with safe from any harm that could be caused by coming into contact with our organisation. This includes potential harm arising from the conduct and behaviour of staff, partners, or affiliates of Cool Earth, or the design and implementation of our programmes and activities.

We maintain a strict zero-tolerance approach towards any attitudes, behaviours or actions that put others at risk of harm.

Therefore, all offers of employment are subject to satisfactory references and appropriate screening checks as per the Misconduct Disclosure Scheme. For more information see our Job Applicant Privacy Notice.

Location: Remote (based in England, Scotland and Wales with occasional travel).

Salary: £25,360 - £28,665 pro rata (£20,288 - £22,932 actual)

Hours of work: 28 hours a week (4 days)

Contract type: Permanent

Why work for Kids Matter?

• Generous annual leave – 25 days (plus bank holidays) per year pro rata, with time off between Christmas and New Year's additional to this allowance.
• Remote working contribution – receive £26/month pro rata towards the costs of working from home and/or using a co-working space.
• Access to coaching sessions, training opportunities and our Employee Assistance Programme (a confidential support service for staff).
• Flexible working across weekdays to suit your schedule.

About us

Kids Matter is one of the UK’s fastest growing children’s charities. Our vision is to see every child in need raised in a strong family. Our mission is to reduce the impact of poverty on children through community-based parenting programmes.

Research shows that group-based early intervention parenting groups are the most effective way to support children in need. We train peer facilitators in local churches - the largest voluntary body in the country - to run our affordable, accessible and highly effective parenting programmes, written by Clinical Psychologists. They come alongside parents and carers, building long-lasting community in addition to encouraging confidence and learning positive parenting skills.

We value difference and diversity, and we want our workplace to be built on shared values of equality and mutual trust, with team members representing the wide range of backgrounds and experiences that exist within the UK. We therefore actively encourage applications from people of diverse backgrounds and varied experiences, particularly those who are African, Afro-Caribbean, Asian or part of other minority ethnic communities, who have lived experience of the impact of low-income/low-support circumstances, and who are living with a disability or identify as being neurodivergent.

About the role

The Support & Training Coordinator role involves:

• Managing onboarding processes for new facilitators attending training, ensuring clear communication of expectations and timelines, including safeguarding checks
• Supporting the Support Coaches by coordinating essential ongoing facilitator engagement: including group calls, follow up sessions, communication touchpoints and additional resources
• Coordinating the logistics of monthly facilitator training sessions, including placing orders, liaising with suppliers, monitoring stock levels and order numbers, and overseeing communications and systems
• Developing and maintaining systems that monitor and support the full facilitator journey — from onboarding through to ongoing support

About you

Do you have strong organisational and administrative skills? Can you work confidently with systems, databases, and digital tools? Are you a Christian with an active faith in Jesus? Do you have a passion for Kids Matter’s vision of seeing every child in need raised in a strong family?

Then we would love to hear from you!

Please see the job pack for more details on the role and application process.

How to Apply

You can apply for the Support & Training Coordinator position by completing a copy of our online application form.

The deadline for applications is 13th July at 9am. All successful and unsuccessful applicants will be notified by email.

We also ask for all applicants to submit an Equal Opportunities Monitoring Form, which will be sent to you to complete following the submission of your application. This form will be used for anonymous analysis to ensure our overall recruitment procedures are fair and transparent. It will never be viewed or used as part of the selection process. It is optional to submit this form.

If you have any questions, please refer to our recruitment FAQs document. If you would like any application and interview support or you need any reasonable adjustments throughout the application process, please contact Katie Washington (HR & Systems Manager).