Systems Support Co-ordinator

Systems Support Co-ordinator

at Embrace the Middle East

Contract basis: Fixed-term, Maternity Cover, part‑time (20 hours across 3 days per week).

Reporting to: CRM & Systems Manager

Cluster: Shared Services

Team: IT

Salary: £15,986.30 + £312 working from home allowance (total part-time salary, £16,298.30

per annum). This is based on full-time equivalent of £29,175 per annum.

Job Band: 5

Job description

Purpose:

The Shared Services Cluster provide a service to our supporters, a centralised data management resource and administrative support of various kinds for the whole organisation.

This role combines establishing CRM best practice across the organisation as part of Embrace’s Shared Services team, providing an outward facing service to supporters, with some specific inward facing administrative support to other teams at Embrace.

The role requires close attention to detail, the understanding of data and processes regarding the charity’s central database (CRM), and other systems, consistent with internal procedures and external regulatory requirements (e.g. data protection).

Job description

Purpose:

The Shared Services Cluster provide a service to our supporters, a centralised data management resource and administrative support of various kinds for the whole organisation.

This role combines establishing CRM best practice across the organisation as part of Embrace’s Shared Services team, providing an outward facing service to supporters, with some specific inward facing administrative support to other teams at Embrace.

The role requires close attention to detail, the understanding of data and processes regarding the charity’s central database (CRM), and other systems, consistent with internal procedures and external regulatory requirements (e.g. data protection).

Main responsibilities

1. CRM support

2. Systems Support

3. Supporter Experience

4. Other duties as required

Key tasks:

1. CRM Support:

• Establish best practices across teams as directed by the CRM & Systems Manager, assisting in ensuring Beacon CRM is the first point of knowledge for all staff and providing support and training where appropriate for users across the organisation.

• Advise and work with the CRM & Systems Manager on key CRM tasks within agreed projects to support the team reach its targets, providing insight to help deliver process improvements within the team.

• Undertake data checks of key CRM areas, utilising data tools such as data cleaning dashboards, and highlighting key areas of improvement.

• Provide support to other teams for specific CRM tasks, including but not limited to securing approval for grant payments in line with the Financial Controls Policy, annual bulk instalment creation on the CRM, and the uploading of document templates.

• Ensure supporter data recorded in the CRM is compliant with Embrace’s Data Protection (GDPR) and Vulnerable Person policies and that any safeguarding concerns are raised/handled appropriately.

2. Systems Support

• Understand multiple systems processes across the organisation and help to implement improvements and automations where possible using APIs and no code automation platforms. Help provide resources and expertise to streamline collaborative processes with multiple stakeholders.

• Support the CRM & Systems Manager in ensuring processes across multiple systems are maintained and documented. Provide cover when the CRM & Systems Manager is on leave.

• Assist the CRM & Systems manager in the running of mailing campaigns, providing segmentation to ensure data can be analysed and information can be provided to meet KPIs. • Support insights through reporting analytics using cloud-based data insight tools. Where appropriate modifying data sets using SQL.

• Help support the end-to-end donation process, including the generation of donation pages with HTML.  

• Help and support other teams for specific tasks using Embrace systems including but not limited to updating email templates and sending bulk emails to supporter/partners, support the running of Partner vetting to ensure compliance with financial sanctions.

3. Supporter Experience

• Provide customer service and data processing expertise to the Supporter Experience Team (SET) working with the CRM & Systems Manager and Shared Services & Legacy Manager to ensure Supporters are provided with exemplary service and that their data is correctly processed and securely stored.

• Undertake a flexible approach, prioritising work according to need, allowing for data processing and supporter service assistance where required during peak times.

4. Other duties as required:

As part of the Shared Service Cluster, be flexible if required to work across multiple teams for projects or short-term goals. Use expertise in CRM processes and methodologies for data capture and insight to deliver cross departmental improvements.

• To play an active part in the wider Embrace team by offering help and support as required.

• Develop excellent working relationships with colleagues throughout the charity.

• Model the Charity’s core values of excellence, accountability, respect, integrity, trust and

compassion at all times.

• Ensure you fully understand and uphold your safeguarding responsibilities and trust inherent with your role.

• To maintain professional boundaries with those you come into contact with and avoid behaviour which might be misinterpreted as inappropriate use of the trust inherent with your role at Embrace.

• Ensure Embrace communications are compliant with GDPR and other relevant regulations.

• Adhere to Embrace’s policies and procedures at all times.

• Undertake any other duties compatible with the role as required.

• To maintain sympathy with the Christian character of the Charity.

• Attend and participate in staff and team meetings.

• Undertake as required any other duties compatible with the role.

• Be proactive in reviewing and evaluating own performance and identifying and acting upon areas for improvement and development.

• Undertake, as required, any other duties compatible with the level and nature of the post.

Person specification

Essential Criteria

General Education

• Good general education up to at least A‑Level standard.

Skills and Abilities

• Excellent computer literacy, including Microsoft Office Online (Word, Excel, Outlook).
• Strong experience using a web‑based CRM for supporter queries, financial transactions, and basic data analysis.
• Experience of managing and updating webforms.
• High level of organisational and administrative skills, with excellent attention to detail and accuracy.
• Excellent written and spoken English.
• Ability to quickly learn new processes and tasks.
• Able to use own initiative.
• Highly numerate and able to follow instructions for set processes.

Experience 

• Demonstrated experience in customer relations, communication, and customer care.

• Experience of no code automation tools.
• Experience of clearly and accurately conveying information to a diverse audience with confidence.

• Experience using bulk email tools such as Mailchimp or SendGrid.
• Experience processing financial transactions using digital systems.

Personal Qualities

• Trustworthy, compassionate, and reliable.
• Able to maintain strict confidentiality, especially around sensitive information.
• Excellent interpersonal skills.
• Self‑motivated, able to work under pressure, and able to prioritise effectively.
• A strong team player committed to organisational success.
• Flexible, adaptable, and with a positive ‘can‑do’ attitude.
• Sympathy for Embrace’s mission within the Christian faith.
• Comfortable working in a faith‑inspired environment.

Desirable Criteria

Skills and Abilities

• Experience using Beacon CRM.
• Experience training non‑technical staff in using a CRM.
• Project management knowledge.
• Ability to use reporting or analytics tools to produce reports from CRM data.
• Experience using integration software (e.g., Make or Zapier) to connect systems.
• HTML and SQL skills in a business environment.

Experience

• Experience working in, or with, a charitable organisation.

Personal Qualities

• Creative and innovative approach.

• To support every member of staff to work as effectively as possible, Embrace offers remote and flexible working arrangements. This includes flexi-time and home-working arrangements.

• Embrace’s flexi-time framework means that staff can vary, by agreement with their manager, their start and finish times, taking into account the needs of their work and personal preference/circumstance. Staff are required to start work between 7:30am – 10:00am and finish between 3:00pm – 6:00pm. Our core collaborative working hours are between 10:00am to 3:00pm.

• Pension – option to join from day 1. Maximum employer contribution of 10%

• Holiday – 32 days, days made up of 24 personal leave days (including 1 day off for staff’s birthday) and 8 recognised public/bank holidays – rising to 33 days after 5 years’ service and 34 days after 10 years’ service, plus 3 days leave between Christmas and the New Year

• Reimbursement of pre-agreed travel expenses.

• Access to retail discount portal.

• Life Assurance – 3x salary.

• Employee Assistance Programme (confidential counselling, legal and financial advice) – available 24 /7, 365 days a year

• Training and development programme for all employees.

• Commitment to staff health & wellbeing.

Probationary period: 3 months

The closing date for this vacancy is Wednesday 25th March 2026, at 5:00 pm. We strongly encourage you to submit your application before this date.

Embrace the Middle East provides equal opportunity for all job applicants and employees and is committed to providing a work environment free of discrimination. We are dedicated to an inclusive culture, and we strive to create a workplace where teams of people with diverse backgrounds, characteristic, perspectives, ideas and experiences work together. We welcome applications from all individuals irrespective of age, race, gender, sexual orientation, ethnicity, religion or belief, disability. If you require any support during the application or interview process, please let us know in your online response via the link above. To monitor diversity in our recruitment practices you will be invited to complete an anonymous Equality, Diversity and Inclusion questionnaire as part of the application process.

Please note that in order to be considered for this position you need to have the right to work in the UK, either through nationality or relevant work visa.

The successful candidate will be required to complete a medical questionnaire and undertake a disclosure check as part of the Charity’s safer recruitment policy.