Support Assistant Jobs

Having launched our new organisation-wide CRM, Salesforce, we now enter a phase of embedding and optimisation. This is a hugely significant and transformative time that provides the opportunity to grow the way we engage with our supporters.

As Database Assistant you will play a crucial role in helping us reach our fundraising targets and delivered excellent supporter experience through your support of the charity’s CRM system, Salesforce. You will have experience or a theoretical understanding of working with data and a CRM system.  We are looking for someone who is keen to learn, has an excellent eye for detail, enjoys balancing multiple priorities, and most importantly, loves working with colleagues to deliver exceptional supporter experience and continuous improvements. You will have the ability to shape vital processes within a rapidly growing organisation that is putting data at the centre of its operations.

This role will be known internally as *Database Executive.

Main duties and responsibilities of the role:

· Provide 1st Line support for requests received into the team’s ticketing system, triaging all incoming tickets and either resolving, providing self-help guides, or escalating as appropriate.

· Analyse support tickets to identify recurring themes which may suggest changes to Salesforce are required, additional training is necessary, or changes to processes are required.

· Act as our document custodian, ensuring our documentation is always up-to-date and relevant for its purpose and checking in with document owners when a review is needed.

· Create new documents such as ‘How To’ guides to a high standard which are straightforward using non-technical language.

· Establish relationships with stakeholders across the organisation and help them resolve data issues and requests.

· Assist the Database Manager, and Database Officers in improving business processes for the successful and efficient management of supporter data.

· Work with the Database Officers to perform simple ad-hoc imports of data into Salesforce that cannot be processed by automated means.

· Import data using our tool Clarity Data Transform (CDT) and to see errors through to completion by either resolving the problem or escalating where appropriate.

· Support the Database Officers in delivering an ongoing training programme to all employees.

· Other data management tasks from time to time as identified by the Database Manager

What we are looking for:

· Experience of working with data sets, either in a CRM system or Excel-based system.

· Proven ability to work to a high standard and with an excellent eye for detail.

· Experience of providing customer service to customers or users of a system

· Excellent verbal and written communication skills.

· The ability to communicate technical information to non-technical people in a supportive and easy to understand way.

· Intermediate Excel skills (VLOOKUP’s).

· A creative, positive, and proactive approach to problem-solving

· Good self-awareness with a willingness to learn new skills.

· Ability to manage multiple tasks simultaneously.

Additional Information:

Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals.  This includes when attending the office for various meetings/events.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD. 

Salary: Circa £24,500 per annum, plus benefits

Please download the Vacancy Pack on our website for more information.

The closing date for applications is the 10th November 2024, with interviews likely to be held week commencing the 18th November 2024. We would encourage you to submit your application at the earliest opportunity as the closing date may be brought forward at any time. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential.  We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.  Any offer of employment is however subject to you having the right to work in the UK.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in our selection process, we will handle your CV and application with the utmost confidentiality. While we strive to anonymise your CV where possible, there are certain sections, such as the application question, that cannot be fully anonymised. We kindly ask that you remove any personal information, including your name, when answering the application question. The hiring panel will not have access to your personal details, such as your name and address, until you are invited for an interview. Should you require any adjustments at either the application or interview stage, please contact us via our website. 

How to apply: Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.

About Alzheimer’s Research UK: Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure.  Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope. 

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure. 

In 2022, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises ‘World Class’ levels of workplace engagement and were also listed in the prestigious Best Companies lists:

• 48th in the 100 Best Large Companies to Work For in the UK.

• 19th in the 100 Best Companies to Work For in the East of England.

• 3rd in the 50 Best Companies to Work For in the Charity Sector.

In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.

In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.

In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge. 

ARUK really does look after its people, where you will be able to add value and make a difference. 

To view further details about working for us and the benefits we offer, please visit Alzheimer’s Research UK