Turn2us is a national charity tackling poverty and the structural causes of poverty. We work with co-producers and partners to provide people in financial crisis with the means and agency to get back on their feet, build resilience, move forward with their lives and thrive.

As the Database Officer, you will play a key role in managing and supporting the organisation’s Beacon CRM system. You will ensure that the data remains accurate, the processes are efficient, and colleagues receive the training and support they need to use it effectively. This role involves troubleshooting user queries, maintaining system security, and delivering improvements that enhance data quality and usability. You will also contribute to projects that integrate new processes and systems, helping the organisation maximise the value of its data. This is an exciting opportunity for someone who enjoys problem-solving, working collaboratively, and making a tangible impact to value that we can derive from our data.

The ideal candidate will have proven experience supporting and maintaining CRM systems within a not-for-profit environment. You should be confident in providing high-quality user support, managing data quality, and working with both technical and non-technical colleagues. Strong analytical skills, attention to detail, and the ability to learn new technologies quickly are essential. Knowledge of data management best practices, GDPR, and charity sector operations are desirable. Excellent communication skills, a proactive approach to problem-solving, and the ability to build positive relationships will help you succeed in this role.

We offer flexible working patterns, both in terms of hours and remote working. Please note that all employees are required to work from the office a minimum of 1 day a week.

Some roles may be required to be in the office more often than others and this will be agreed with the hiring manager upon starting at Turn2us.

Please note that all job offers are subject to 2 – 3 satisfactory references and a disclosure satisfactory to Turn2us from the Disclosure & Barring Service (DBS).

Please read the Database Officer job pack for further information.

Job Description

Job Title: Database Officer

Department: Data Team, Impact, Digital and Data Directorate

Reports to: Database Lead

Location: Hybrid: Turn2us London Hub (Farringdon) & homeworking

Type of role: Full-time, permanent

Purpose of the Role:

As the Database Officer, you will be responsible for the day-to-day support and running of the Beacon CRM system. The high-quality training and user support that you will provide will ensure that colleagues from across the organisation are able to effectively use the system in their varied roles. In addition to providing support, you will be responsible for making sure that the data is clean, accurate and up to date. Additionally, you will be responsible for supporting the delivery of projects to improve and create new processes, integrate new systems and improve the value we can generate from our data.

Key Responsibilities and Accountabilities:

1. Provide expert support for CRM users, assisting them by resolving queries quickly and helping them use the system effectively.

2. Support the delivery of CRM system training to new and existing users.

3. Undertake system administration and maintenance activity to ensure that the system remains technically robust, secure and performant.

4. Undertake data processing and data quality activity to ensure that data is accurate, up to date and compliant with relevant regulations.    

5. Support the delivery of CRM improvement projects to make sure that the system and its data are meeting the needs of users.

Duties: 

1. Provide expert support for CRM users, assisting them by resolving queries quickly and helping them use the system effectively.

• Act as the first point of contact for CRM users, triaging and managing support tickets and escalating where necessary.

• Actively manage more complex requests from users, ensuring correct prioritisation and that users are kept fully informed of progress.

• Support the community of superusers, answering queries and working with them to resolve more complex challenges.

2. Support the delivery of CRM system training to new and existing users.

• As directed by the Database Lead, support and contribute to the production of user guides and training materials, ensuring that they are accessible and up to date.

• Support and deliver 1-2-1 and group training sessions for new CRM users.

• Collect feedback from users to ensure the continual improvement and effectiveness of the training.

3. Undertake system administration and maintenance activity to ensure that the system remains technically robust, secure and performant.

• Maintain system permissions for internal and external users to make sure that they have the correct access to perform their roles, whilst maintaining system security.

• Work with system providers to understand and prepare for planned future updates, ensuring changes are communicated effectively where required.

• Maintain existing, and create new usage of, system features such as views, forms, workflows, notifications, dashboard and email templates to support user needs.

4. Undertake data processing and data quality activity to ensure that data is accurate, up to date and compliant.   

• Undertake regular data quality tasks to ensure the data within the CRM is clean, accurate, up to date and fit for purpose.

• Proactively monitor data quality, work to identify the root cause, and suggest and implement solutions.

• Create and maintain integration/import processes to add new data to the CRM that are efficient and ensure high levels of data quality.

• Work closely with colleagues to provide data to support the delivery of email, direct mail and stewardship campaigns. 

• Provide support to compliance and audit activity in relation to the organisation’s commitment to GDPR, HMRC, Fundraising Regulator etc.   

5. Support the delivery of CRM improvement projects to make sure that the system and its data are meeting the needs of its users.

• Support the Database Lead in the end-to-end delivery of projects to improve the use of the CRM and related systems.

• Assess user support tickets and proactively look for and suggest improvements to processes and ways of working. 

• Proactively review existing processes to ensure that they are effective and identify and implement improvements where appropriate.

• Undertake testing of new features and processes, identify bugs and support the implementation of any required fixes.

These are the normal duties, which the Charity requires from the position. However, it is necessary for all staff to be flexible, and all employees will be required from time to time to perform other duties as may be required by the Charity for the efficient running of the charity. This Job Description is non-contractual. It will be reviewed from time to time and may be subject to change.

At Turn2us, we are committed to protecting personnel, children, adults, and service users from any harm arising from each other, themselves, our activities, or organisational failings whilst in contact with us.

The post holder will be required to follow the safeguarding policy and will be responsible for integrating safeguarding into all aspects of their work. The post holder will be expected to ensure that their work complies with contractual terms and conditions, the Charity’s policies and procedures and key legislation, such as data protection and charity law.

Person Specification

Skills:  

•  Able to interrogate large data sets for the purpose of identifying and rectifying data quality issues.

• Skilled at identifying underlying issues and resolving user concerns efficiently.

• Strong technical skills and able to learn how to effectively use new technologies quickly.

• High levels of accuracy and attention to detail.                                                     

Knowledge:

• Knowledge of the charity sector.

• Knowledge of how fundraising teams operate (Desirable).

• Understanding of relevant of data and charity regulation (GDPR, Gift Aid etc).

Experience:

Essential:

• Experience of supporting and maintaining CRM systems such as Beacon CRM, Raiser’s Edge, MS Dynamics or Salesforce.

• Experience of providing high quality support to CRM systems users.

• Experience of effectively working and communicating with both technical and non-technical colleagues.

Desirable:

• Lived experience of financial hardship (to align with organisational values and enhance empathy towards service users).

• Experience of working with and supporting fundraising teams.

• Experience of financial data recording and reconciliation.

Personal Attributes:

• Proactive and adaptable approach to problem solving.

• Excellent team-worker and communicator, and able to build positive relationships that generate confidence and trust.

• Commitment to Turn2us’s values.

Turn2us is fully committed to equity, diversity and inclusion in our sector. We want this to be reflected in the diversity of the people who work for us and we are interested in applications from people from varied backgrounds. 

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