0AR%2096%202017%20Web_0.pdf

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1 November 2018 Dear Applicant IT Support Officer Thank you for your interest in the above post and working within Mothers Union. We are a worldwide Christian movement with over four million members in 83 countries works inside communities. Our work is run by local people for local people. We give people the courage to transform their lives and communities by facilitating change. We aim to show our Christian faith by the transformation of communities worldwide. Mothers Union is unique within our sphere of development. We tend to differ from the popular ways of doing development such as discourses around ending poverty through aid, money, and development being done to communities. We walk alongside community groups to help them transform their own lives through education, training and lifelong skills development. We want to help them create or access permanent and sustainable solutions to the problems they face and help them transform from within. This application pack outlines the responsibilities in this post. For information on our work, see our latest annual review on our website 0AR%2096%202017%20Web_0.pdf To apply, please complete the application form and equal opportunities form (optional) describing how your skills and experience match our requirements and what you would bring to the role. You may your completed application from to jobs@mothersunion.org or t by post to Mothers Union, Mary Sumner House, 24 Tufton Street, London SW1P 3RB. The closing date for receipt of completed applications is 23 rd November We regret that only shortlisted applicants will be contacted. If you have not heard from us by 7 th December 2018, please assume that your application was not shortlisted on this occasion. Yours sincerely Dee Babudoh HR Manager

2 JOB DESCRIPTION Title: Team: Hours: Reporting to: IT Support Officer MU Enterprises & House 35 Hours per week IT Manager Job dimensions: No staff responsibility attached to the post No expenditure budget attached to the post Who we are Mothers Union is a movement of 4 million Christians in 83 countries worldwide. It was founded just over 140 years ago in Great Britain where its headquarters are based, with some 60,000 members, and from which it receives the majority of the finance for its central work and major worldwide development projects. Members are united in prayer and fellowship, and are committed to showing their faith through practical action in their local communities. In 2016, members, acting as volunteers, made a difference to the lives of over 650,000 people worldwide. The founder of the movement, Mary Sumner, was a social activist, for example campaigning for the marriage age of girls to be raised from 12 to 16, and this tradition of speaking out for social justice, particularly in matters relating to women and family life, continues strongly today. How we are organised Mothers Union is a Federation of some 600 independent entities worldwide (including 66 Mothers Union Diocesan charities in Britain and Ireland), affiliated to the central charity, and headquartered in London, which is incorporated under Royal Charter. The central charity serves 3 distinctive purposes: acting as the secretariat for the worldwide movement and Board; financing and co-ordinating major global development and policy initiatives for the whole movement; providing the secretariat for the members in Britain and Ireland (which in other countries is provided locally) Each member subscribes to the same values; the moral and ethical codes that are central to the ways in which we operate: We are firmly rooted in a voluntary ethos centred on mutual respect and collaboration; Our governance, leadership, and programmes are driven by and undertaken through lay members within their own communities worldwide; and We work with people of all faiths and none.

3 MU Enterprises (MUe) & House MU Enterprises Ltd is the trading company of the Mothers Union; its aim is to make a tax-efficient profit for the Charity whilst working to support the general direction of the Charity. Within the trading company there are four divisions: Retail Sales & Despatch Publications Families First & Families Worldwide magazines Conference Facilities IT Main Responsibilities Support to our Dioceses and Members To support Mothers Union Diocesan Officers and Mothers Union Members with technical and non-technical queries regarding Mothers Union websites and directory. To manage incoming calls s and other forms of communication from members, website users and Diocesan Officers. To troubleshoot and resolve member, website user and Diocesan Officer enquiries via phone, , mail or social media by clarifying the members/users/diocesan Officers queries; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution To train Diocesan Officers both remotely from Mary Sumner House (MSH) and onsite in Diocesan Office premises. To build sustainable relationships of trust through open and interactive communication with members, users and Diocesan Officers. To log and resolve member/employee queries both on the database and website. To analyse call/ /queries/logs to spot trends and underlying issues to help in the development of tutorials/videos and solutions. To assist the IT Manager with support to Dioceses as they collect their membership data (includes formatting spreadsheets, identifying solutions to problems Dioceses face with the collection of data and entering Diocesan data into the database that may not be submitted using the defined spreadsheet).

4 To assist the I.T. Manager with the import and management of Diocesan data in a central database To help in the development of documentation, videos, tutorials including data standards, procedures and definitions for members, users and Diocesan Officers. General IT Support To assist the I.T. Manager with installing and configuring computer systems and troubleshooting within MSH of hardware and the database (could eventually be extended to the Dioceses) To support staff at Mary Sumner House with IT and website queries. To assist the I.T. Manager in the creation and management of team reports. To assist the IT Manager in the development, deployment of new systems and implement staff training / support of new systems. To support the IT Manager with general day to day administrative tasks. In conjunction with the with the IT Manager, to ensure Data Protection Regulation is strictly adhered to by Mothers Union staff and Diocesan Officers To provide ad-hoc duties under the direction of the I.T. Manager and/or Head of MUe & House as requested. Personal characteristics, experience and skills required Experience in diagnosing, solving and advising customers/members on web based issues Familiar with CRM systems and practices Working knowledge and technical background that could include any of (HTML 5.0, CSS 3.0, JavaScript, SQL Scripting,.NET, ASP, IIS, Basic Networking, VBScript, Web Technologies, Browser technologies) Experience of supporting customers/users with digital or technical products and services An interest in web and software design and development Experience of SQL databases would be advantageous Ability to work, largely self directed, use initiative with minimal supervision, work well under pressure and prioritise tasks Pleasant and efficient telephone manner Friendly and personable manner Reliable and punctual Analytical with strong Microsoft Office Suite skill, in particular Microsoft Excel

5 Strong communication skills at all levels, excellent written and verbal communication skills and an ability to quickly build a rapport with a new customer, as well as good negotiation skills. Excellent interpersonal skills ability to engage with a wide range of people Ability to communicate technical concepts in a simple and easy to understand way Education or Qualifications required Educated to A level or equivalent or possess a higher degree General The responsibilities in this post may be adapted or changed in line with the needs of Mothers Union. Other duties may be added or requested as a result. The responsibilities outlined are not an exhaustive list of tasks and the postholder may be asked to undertake other reasonable duties in connection with the work of the team. The responsibilities in this post will require the post holder to work within a team and cross functionally with other teams to achieve the objectives. Work Ethos Integrity lies at the heart of Mothers Union and in our voice and actions, we aim to be: Respected; Effective; Accessible; Clear yet not strident; And innovative in approach. Staff are expected to reflect these core values in their own personal characteristics. Post holders are expected to be able to demonstrate: 1. A level of competence appropriate to the demands of this post. 2. The ability to conduct work in keeping with high professional standards and in accordance with Mothers Union s Aim, Objectives and Values. 3. A clarity of communication characterised by warmth and openness. 4. A collaborative and constructive style of operating, respecting colleagues and volunteers and their contribution. 5. A broad sympathy to the Christian faith. Terms attached to the role Duration Permanent contract (three month probationary period) Time commitment

6 35 hours a week, Monday- Friday Salary 30,000-35,000 per annum Benefits Automatic enrolment with the option to opt out - contributory pension 3% with Mothers Union contributing 7% 28 annual leave days, including bank and public holidays + 5 Mothers Union days Notice period One month on either side following the probationary period. The probationary period is three months. During the probationary period, the notice period is one week on either side.