Summary Job Details
Job title:
Systems Support Assistant
Contract basis:
Full time – fixed
contract 1 year
Reporting to:
CRM & Systems Manager
Cluster:
Shared Services
Location:
Hybrid/home working, with
attendance at Embrace’s High Wycombe office once a week.
Salary:
£25,000 + £312 working
from home allowance
Job Band:
6
Job description
Purpose
of the role
The
Shared Services Cluster exists to support staff, supporters, and partners by
enabling effective ways of working across Embrace. This role plays a key part
in ensuring colleagues can use organisational systems, processes, and
information confidently and consistently, so they are well equipped and
supported in their day‑to‑day work.
The
Systems Support Assistant is a people‑focused, relationship‑driven role,
combining practical support, training, and problem solving with strong
communication and collaboration across teams. The postholder will support staff
navigate systems and processes, identify needs, and contribute to continuous
improvement across the organisation.
This
role is outward‑looking, working closely with colleagues across Embrace, while
also supporting the embedding of good practice, effective knowledge sharing, and
confidence in organisational processes.
Key
responsibilities
Organisation‑wide
systems support and training
- Work with the CRM
& Systems Manager and other colleagues to identify and support
improvements to systems and processes, including simplification and
clarification where appropriate.
- Act as a first point
of contact for staff seeking support with organisational systems,
processes, and ways of working.
- Provide clear,
patient, and relational support to colleagues, responding to questions and
issues with empathy and problem‑solving skills.
- Support the delivery
of ongoing guidance, coaching, and training to staff across the
organisation, tailored to different learning styles and levels of
confidence.
- Support the
Fundraising team by interpreting reporting needs and data requirements in
line with agreed systems and processes
- Support the
development of simple, accessible documentation, and how‑to resources to
enable independent learning.
- Build strong working
relationships across teams, fostering a culture of mutual support,
learning, and knowledge‑sharing.
- Support teams in
reviewing current practices, gathering feedback, and documenting requirements
for change.
- Help ensure
consistency and good practice in how information is handled across the
organisation.
Cross‑team
collaboration
- Provide flexible
support to the Supporter Experience Team during busy periods, helping
ensure supporters receive timely, accurate, and compassionate responses.
- Support colleagues in
the Content and Advocacy teams, providing assistance with proof reading, editorial
administration and content creation.
- Provide support at key
events (e.g. Greenbelt) throughout the year, offering administrative
assistance and where appropriate working with volunteers and staff
engaging with supporters.
- Work with teams
involved with the Webshop and Charity websites to ensure content is up to
date and digital media meets our policy requirements.
- Provide support on appropriate
projects to ensure deadlines and objectives are met.
Shared
responsibilities
- Play an active role
within the wider Embrace team, offering help and support where needed.
- Model Embrace’s core
values of excellence, accountability, respect, integrity, trust, and
compassion.
- Participate fully in
team meetings, learning sessions, and organisational activities.
- Undertake any other
duties as reasonably required compatible with the level and nature of the
role.
Safeguarding,
confidentiality, and compliance
- Ensure all work is
carried out in line with Embrace’s safeguarding responsibilities and
policies.
- Maintain appropriate
professional boundaries at all times.
- Handle sensitive and
confidential information with care, discretion, and professionalism.
- Ensure communications
and data handling comply with GDPR and relevant organisational policies.
Tools
& systems:
- Intermediate user of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive
Planner (All
necessary training will be provided).
- GDPR and Cybersecurity Awareness
- Training provided for
use of our Supporter Database (Beacon CRM) and analytical tools (Zoho)
KPIs
- Timely delivery of agreed objectives and outputs.
- Quality and accuracy of work produced.
- Stakeholder or customer satisfaction feedback.
- Compliance with policies, procedures, and deadlines.
- Contribution to team effectiveness and continuous improvement.
Success
Milestones
3/6/12-month
milestones
3
Months
- Understand role
expectations, policies, and key stakeholders
- Demonstrate competence
in core tasks with supervision
- Build effective
working relationships
- Complete mandatory
training
6
Months
- Operate independently
in core responsibilities
- Contribute confidently
to team objectives
- Identify and suggest
process or service improvements
- Meet agreed
performance objectives
12
Months
- Consistently deliver
high‑quality outcomes
- Act as a reliable
subject‑matter contributor
- Support others through
knowledge sharing or mentoring
- Demonstrate measurable
impact against role objectives
Person
specification
Essential
– Experience, Knowledge and Qualifications
- Good general education
(to at least A‑level standard or equivalent).
- Excellent
communication skills, both written and spoken.
- Strong interpersonal
and relationship‑building skills, with the ability to work effectively
with people from a wide range of backgrounds.
- Experience supporting,
training, or developing others, either formally or informally.
- Ability to assess
needs, listen actively, and respond with empathy and practical solutions.
- High level of
organisational skill, accuracy, and attention to detail.
- The ability to learn
new tools, processes, or systems and to support others to do the same.
- Ability to work
independently, use initiative, and manage competing priorities.
- Trustworthy and
reliable, with the ability to handle sensitive and confidential information
appropriately.
- ·Commitment
to and sympathy with Embrace’s Christian mission, vision and values, and the
ability to work respectfully and effectively within a faith‑inspired environment.
Desirable
- Experience working in
or with a charity or values‑driven organisation.
- Experience in
outreach, partnership working, or people‑focused roles.
- Experience producing
written guidance, resources, or communications.
- A creative and
reflective approach to problem solving and continuous improvement.
Benefits at Embrace the Middle East:
- 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
- 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 is 5pm Tuesday 28th April 2026
Equality & Diversity
Statement
Embrace the Middle East is an
equal opportunity employer. In line with our recruitment policy, we are
committed to attracting and selecting staff solely based on merit- skills,
qualifications, and ability to perform- regardless of age, race, gender,
disability, sexual orientation, religion, or socioeconomic background. Our
recruitment process is structured, transparent, and designed to eliminate bias,
ensuring that every candidate receives fair treatment and consideration. All
job opportunities are advertised openly, and selection decisions are based on
clear, pre-defined criteria and objective assessment methods. We stand by the
values of dignity, fairness, and inclusion in all our communications and
activities.
Please apply on our website via Employment Hero portal.
