The Passage

The Resettlement Team operate as a core team within The Passage Resource Centre, conducting initial triage assessments with new service users, supporting with the day to day running of the centre and reception area, and carrying a caseload of service users working towards agreed housing goals and objectives. The Irish Resettlement Worker is based within this team, focussing their work on supporting Irish service users. Resettlement Workers are responsible for: Managing and coordinating the support and resettlement of service users, ensuring: Service users have a safe and welcoming place to access and work towards positive change. They are offered practical and personal support in a way that is approachable, engaging, flexible and caring. They are supported to make the most of their strengths and to articulate and make progress to achieving their hopes and ambitions. They have opportunities to contribute and be involved through co-production, working with the Experts by Experience Facilitator to identify new ways of involving service user voices in the development and delivery of front-line services. Working effectively with other statutory and voluntary agencies, and the local community, to support service users in a holistic way. Contributing to continual service development & improvement, identifying and utilising referral pathways and building new partnerships to support positive resettlement for service users. Delivery of the No Night Out project, accurately assessing and referring eligible service users to ensure that we are working to prevent rough sleeping wherever possible. Working in line with The Passage policies and procedures, ensuring that the best possible service is provided to all service users. The Irish Resettlement Worker will work predominantly with Irish service users to explore solutions and opportunities to resolve their housing situation. They will ensure delivery of a holistic services to Irish service users who present in crisis to The Passage Resource Centre, identifying housing opportunities where appropriate and offering a reconnection service back to Ireland where this has been identified as an appropriate option. They will also ensure that the cultural needs of Irish clients are explored and catered for. We kindly ask that you review the full job description (attached) carefully before applying.

Location: Westminster, London Contract: Permanent, Part-time Salary: £33,376 per annum for 32 hours per week over 4 days, based on an FTE salary of £41,720 per annum (NJC Scale Range 27-29) inclusive of London Weighting, pension and other benefits. Hours of work: This is a flexible role of 32 hours per week, over 4 days (8hrs per day) Annual leave: 35 days including bank holidays / Statutory Holidays (pro-rata for part time) Closing Date: Monday 10th August 2026 JOB PURPOSE This is a pivotal role within The Passage's Fundraising Team, created to help support the transformation of our supporter data systems and ensure we become a more data informed, insight driven organisation and fundraising team. You will be the main contact for the fundraising CRM working with the fundraising team and other teams within The Passage such as finance and IT to ensure the smooth running of all systems and processes. As the dedicated data and CRM Manager for Fundraising and Communications, you will support colleagues with reporting, analysis, campaign set-up and selections, and data strategy. Your work will ensure our data is accurate, accessible, and GDPR-compliant, enabling smarter decision-making, improved supporter journeys, and to help grow income. You will also be working with the Marketing and Communications team to implement email soft opt-in for our supporters. This is a unique opportunity to shape how we use data to engage, retain, and grow our supporter base at a time of exciting change. MAIN DUTIES 1. Fundraising CRM Project Leadership Manage and maintain the current Salesforce system, ensuring it remains functional, accurate, and fit for the purposes of stewarding donors and maintaining accurate records of donations Act as the day-to-day lead for the CRM system within the Fundraising and Communications team, ensuring it meets team needs and supports strategic goals. Document workflows, integrations and processes to ensure the long-term sustainability and usability of the system for vital processes such as donation processing and gift aid Work with IT and the fundraising team to evaluate onboard 3rd party platforms to support fundraising initiatives. Ensure any changes are approved with senior stakeholders and documented. Be a custodian of GDPR within the Fundraising team and be the main point of contact with The Passage's Data protection lead and ensure all policies and procedures are up to date and in line with current fundraising regulations. 2.CRM and Data Management Work collaboratively with the IT team and procurement team as the fundraising representative to recommend improvements to the current CRM and any other related projects. Maintain and improve the quality of supporter data through regular cleansing, deduplication, and tagging to ensure accuracy and GDPR compliance. Ensure ongoing system performance and data integrity by embedding data hygiene routines and best practices. Work with the Finance team to support integration between the CRM and finance systems for seamless donation and income reporting. Working with data flows and setting up integrations, ensuring the system runs smoothly on an ongoing basis, making updates, troubleshooting issues whilst maintaining data consistency. Work on system migrations and leading on maintaining proper process structures and documentation during those transitions. Keep track of installed packages, security keys, and their passwords and related administrative processes. Be responsible for all data imports from our 3rd party platforms, ensure that data is uploaded in line with regular upload schedule in an accurate manner. Work with the Marketing and Communications team to help implement soft opt-in Manage one database volunteer to complete database tasks. 3. Data Selections, Segmentation and Campaign Support Collaborate with the Fundraising team to perform targeted data selections for appeals, newsletters, stewardship journeys, and events. Develop and maintain segmentation structures and logic to support personalised supporter journeys and strategic targeting. Work closely with the Marketing and Communications team to provide campaign-ready data for fundraising, advocacy, and engagement activities. 4. Reporting and Insight Design, build, and maintain dashboards and reports that provide real time insight into fundraising performance, donor behaviour and campaign results. Create and deliver regular and ad hoc fundraising analysis to inform strategic decisions and performance tracking. Proactively identify opportunities to improve donor retention, upgrade journeys and lifetime value through data driven insight. 5. Cyber Security Work closely with the IT team to manage security/GDPR of the Fundraising crm Develop knowledge in this area and undertake training as required. 6. Other Duties: Provide ad-hoc administrative support to the Fundraising and Communications team. Support and attend fundraising events as required. GENERAL RESPONSIBILITIES Stay up to date on policies/news/regulations relating to the role Work with the Supporter Engagement Officer on shared tasks and provide reports as required and troubleshoot any issues Proactively flag any data integrity issues with Line Manager and help develop action plans as required. Participate in internal/external meetings as required, and attend training events, conferences and other functions as necessary. Participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs. Ensure that all The Passage's policies and procedures are adhered to and contribute to the effective implementation of The Passage's Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults. At all times, undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage and uphold standards expected by The Fundraising Regulator Undertake any other duties that may be required which are commensurate with the role. In conjunction with your Line Manager, continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage. Note: This Job Description summarises the main responsibilities of the role at the time of writing. As the organisation and digital activity continue to develop, the role may evolve in consultation with the postholder. Person Specification: This person specification sets out the essential abilities and qualities which are used in the selection criteria for the post. When completing your supporting statement please address criteria E1 to E10 and K1 to K9, giving evidence of your experience and abilities and demonstrating your understanding and knowledge. EXPERIENCE E1 Experience of using a database to accurately enter and manage data E2 High level skills related to data management and handling E3 Working extensively with Fundraising CRM system E4 Implementing policies and procedures E5 Running reports and analysing data. E6 Understanding of data protection and GDPR principles E7 Working with Salesforce, ideally with Administrator certification. (Desirable) E8 Experience supporting or leading database/system improvement projects, including implementation or migration (Desirable) E9 Experience of onboarding 3rd party platforms with GDPR compliance and collaboration with IT E10 Experience of working in the charity sector (Desirable) KNOWLEDGE K1 Ability to prioritise and organisational skills, remaining calm under pressure K2 Team working skills with a positive and collaborative approach. K3 Interpersonal and communication skills, both verbal and written. K4 Standards and procedures for payment card processing, electronic payments (e.g. BACS, bank transfers), banking and handling cash securely. K5 Individual giving and/or other types of fundraising. K6 Up to date knowledge of GDPR compliance and soft opt-in K7 Relevant regulations, legislation and professional codes of practice. K8 IT proficiency, especially Excel, Word and Outlook.

JOB PURPOSE The People and Learning Manager supports the delivery and ongoing development of the organisation s Learning & Development (L&D) approach, combining practical delivery with scope to shape and improve learning initiatives. Working closely with the Head of People Services, the postholder will design, deliver and evaluate inclusive and impactful learning programmes that build organisational capability, support leadership development, and enhance the experience of both employees and volunteers. This role also oversees training administration for staff and volunteers, ensuring that all learning activities are well-coordinated, effectively promoted and accurately recorded to support meaningful reporting and continuous improvement. Alongside this, the role will contribute to the wider People agenda by embedding learning and development into core HR practices by supporting managers through coaching, contributing to employee relations matters with a developmental lens, and supporting people projects. The role works collaboratively with the People Services team to ensure a consistent and joined-up approach to people development and practices across the organisation. MAIN DUTIES Learning and Development (Staff and Volunteers) Design, deliver, and continuously improve the organisation s L&D offer for staff and volunteers, aligned with organisational priorities and plans. Design and deliver practical training and guidance to managers on effective people management, building capability across the organisation. Identify learning needs and develop solutions, including designing and facilitating programmes, workshops, and learning resources. Deliver core learning programmes, including management and leadership development, and contribute to organisation-wide learning activity. Design, deliver, and evaluate volunteer training programmes, ensuring volunteers have the skills, knowledge, and confidence to carry out their roles. Develop and embed initiatives such as mentoring, coaching, shadowing, and career development pathways. Manage and develop the organisation s e-learning platform and learning resources, including supporting rollout and use of the HR system learning module to improve access, tracking, and impact. Ensure learning activity is effectively administered, communicated, and promoted across the organisation. Work closely with the People Services team and stakeholders to identify capability needs and deliver effective learning solutions, engaging external providers where appropriate. Support induction and onboarding for staff and volunteers, alongside wider workforce development (including apprenticeships, internships, and volunteer programmes). Monitor and evaluate learning activity using feedback and data to drive continuous improvement. Ensure all learning activity is inclusive, accessible, and aligned with EDI principles, supporting organisational values and behaviours. Maintain L&D policies, processes, and resources in line with best practice, using research and insight to enhance the L&D offer. Wider People Responsibilities (Capability and L&D focused): Using broader HR expertise to support and advise on employee relations activity, identifying opportunities for upskilling and enabling early intervention. Contribute to HR policies and processes, ensuring they are supported by clear learning and guidance. Support key people processes (e.g. performance reviews), ensuring they are consistent and development-focused. Use people data and insights to identify capability gaps and inform targeted learning interventions. Work with the wider People Services team to embed learning into organisational change, new systems, and policy updates. Contribute to engagement initiatives and wider People projects to build organisational capability and performance. GENERAL RESPONSIBILITIES Work in conjunction with your Line Manager, to support the ongoing development of the role, ensuring responsibilities remain appropriate to the needs of The Passage. To attend internal and external meetings, training events and briefings as required. To participate in regular supervision and annual appraisals, identifying job-related development and training needs. To ensure all The Passage policies and procedures are adhered to, particularly those relating to Health and Safety, Code of Practice and Confidentiality. To promote and uphold The Passage s commitment to equality, diversity and inclusion. To undertake the role in a professional manner, working in accordance with the aims, values and ethos of The Passage. Undertake any other duties that may be required which are commensurate with the role. PERSON SPECIFICATION The person specification sets out the essential abilities and qualities that will be used in the selection criteria for this post. When completing your application form, please address criteria E1 to E6, K1 to K3 and S1 to S6 demonstrating your experience and knowledge, giving evidence of your experience and abilities. DESIRED EXPERIENCE E1 Proven success of designing, developing and delivering inclusive and engaging training resources and interventions, both face-to-face and virtually. E2 Experience working with a range of internal and external stakeholders, building effective relationships and responding to organisational needs. E3 Proven experience sourcing learning and development providers and solutions E4 Experience using data and reporting to evaluate learning activity and inform improvements. E5 Experience coaching and advising managers on HR policies, processes, and people management practices from a learning and development perspective. E6 Experience supporting organisational change initiatives, using learning interventions to enable effective implementation. DESIRED KNOWLEDGE K1 Strong understanding of learning and development principles, including different approaches to designing engaging and effective learning. K2 Strong understanding of Learning Management Systems (LMS) and digital learning tools. K3 Sound knowledge of learning theory, instructional design and best practices in learning & development. DESIRED SKILS S1 Ability to build excellent working relationships at all levels. S2 Strong facilitation, presentation and written communication skills, with the ability to tailor messaging to diverse audiences. S3 Demonstrable ability to evaluate learning interventions, including producing and interpreting metrics and reports. S4 Excellent organisational skills, with the ability to manage competing priorities in a fast-paced environment. S5 Confident IT skills, including Microsoft Office and HR / learning systems. S6 Ability to work independently and collaboratively, maintaining professionalism and confidentiality.

About the role This role supports the delivery of The Passage s organisational strategy objective, to build brand awareness, attract new supporters and retain them over time through our digital channels. The Digital Acquisition and Supporter Journey Officer will focus on the hands on delivery and optimisation of paid digital campaigns, email marketing and digital journeys that introduce new audiences to The Passage, encourage initial engagement, and ongoing relationships with supporters. Working collaboratively with Fundraising and Communications colleagues, the postholder will help to build, test and embed effective approaches to achieve these goals. Main duties Digital Acquisition and Paid Advertising Coordinate the delivery and optimisation of paid digital campaigns across platforms such as Meta and Google to engage and retain supporters in-line with fundraising objectives. Support the delivery of paid activity aimed at raising brand awareness, introducing new audiences to The Passage and strengthening understanding of our work and impact. Work within agreed budgets, monitoring spend and performance and escalating issues as needed. Support campaign testing and learning by trialling audiences, creative and messaging and reporting on results. Work closely with Fundraising and Communications colleagues to ensure paid activity supports wider campaigns, appeals and events. Supporter Journeys and Digital Engagement Coordinate the development and improvement of supporter journeys across key digital touchpoints, including email, website journeys, campaign landing pages, sign-up flows and donation journeys, ensuring alignment and integration with relevant internal teams to deliver a seamless end-to-end experience. Identify areas for improvement within existing journeys and support the implementation of agreed changes. Document and maintain clear journey maps and their technical set up, ensuring relevant members of the Fundraising and Communications Team can understand, embed, and apply them consistently across digital touchpoints. Email Marketing and Supporter Development Support the planning, creation and scheduling of email campaigns and automated supporter journeys. Use segmentation and basic personalisation to improve relevance and engagement. Assist with testing subject lines, content and timing to support continuous improvement. Insight, Analysis and Reporting Continually review and improve the implementation of performance tracking, identifying practical improvements and supporting agreed changes to enhance effectiveness over time. Monitor and collate performance data from digital platforms, analytics tools and CRM reports. Produce regular performance summaries and contribute insights to inform future activity. Support a test and learn approach by capturing learning and sharing it with colleagues in practical, accessible ways. Collaboration and Role Development Support the delivery of coordinated digital activity that balances awareness raising, acquisition, and supporter retention objectives. Work collaboratively with Fundraising and Communications colleagues to ensure digital activity is aligned and coordinated, supporting integrated campaign delivery. Share learning and best practice across the team, contributing insights and recommendations to inform continuous improvement and support more effective future activity. Contribute to the development of processes, templates and ways of working as the digital function grows. Keep up-to-date with relevant digital marketing and fundraising trends and tools, sharing learning where appropriate. General responsibilities Work in conjunction with your Line Manager, to support the ongoing development of the role, ensuring responsibilities remain appropriate to the needs of The Passage. To attend internal and external meetings, training events and briefings as required. To participate in regular supervision and annual appraisals, identifying job related development and training needs. To ensure all The Passage policies and procedures are adhered to, particularly those relating to Health and Safety, Code of Practice and Confidentiality. To promote and uphold The Passage s commitment to equality, diversity and inclusion. To undertake the role in a professional manner, working in accordance with the aims, values and ethos of The Passage. To support at in-person fundraising events, as and when required. Undertake any other duties that may be required which are commensurate with the role. Experience The person specification sets out the essential abilities and qualities that will be used in the selection criteria for this post. When completing your application form, please address criteria E1 to E9 and K1 to K6 demonstrating your experience and knowledge, giving evidence of your experience and abilities. E1 Experience working in a digital marketing, digital fundraising or supporter engagement role. E2 Experience supporting or coordinating paid digital advertising campaigns. E3 Experience contributing to the development or improvement of digital supporter or customer journeys. E4 Experience supporting email marketing activity, including segmentation and scheduling. E5 Experience supporting the implementation or use of digital tracking, analytics or measurement tools (e.g. GA4, platform pixels) to monitor campaign or journey performance . E6 Experience working with performance data and basic analytics. E7 Experience testing and optimising digital content, campaigns or journeys. E8 Experience working collaboratively with colleagues across teams. E9 Experience working in the charity or not for profit sector is desirable but not essential. Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives. Knowledge K1 Knowledge of digital acquisition principles and paid advertising platforms (e.g. Meta, Google) K2 Knowledge of email marketing tools and CRM systems, with a willingness to learn. K3 Understanding of digital analytics and performance measurement. K4 Understanding of how to prioritise tasks and manage competing deadlines. K5 Understanding of inclusive and supporter focused communication. K6 Understanding of how insight and testing can be used to improve digital outcomes. As a Vincentian organisation, The Passage strives to be inclusive; encompassing a diverse and rich culture from within our members, clients, volunteers and staff. This approach is reflected in our core values and it is important that all staff have respect for this.

Main duties Special Events: Supporting the co-ordination and delivery of our special events programme. Manage the core elements of special events delivery such as the co-ordination of auction prizes, guest lists, guest requirements, admin and communications. Source money can t buy silent auctions items and raffle prizes and act as the main point of contact with the auction company. Support with ticket and tables sales for all special events. Deliver high quality supporter care and exemplary stewardship to special event guests. Work closely with the Marketing and Communications team to produce event materials including event programmes. Ownership of planning and delivery of our Christmas Carol Service with the support of the Head of Supporter Engagement. Support the Philanthropy Officer with the organisation of our annual cultivation event. Support the Head of Supporter Engagement to identify opportunities for income growth from special events with a view to developing a new Special event within the portfolio to attract new supporters/audiences. Support with stewardship and delivery of our signature challenge event. Monitor special events within the sector, looking for emerging trends and sharing insights with the wider team. Support the Challenge Event Manager as needed Ability to work evenings and provide on-the-day event support. Maintain efficient data and administrative processes for special events, including income tracking and guestlist management on the database. Be an ambassador at events, supporting the delivery of The Passage s vision and ensuring that the charity s profile and reputation are enhanced. Ensure that appropriate and compliant risk assessment, health and safety procedures, protocols and policies are implemented for all special events. Budgets and Finance: Support the Head of Supporter Engagement in tracking and recording income and expenditure for events and ensuring they are delivered within agreed budgets. Special Events: Assist with other team projects as needed, working together to deliver a high-quality portfolio of community projects and activities. Support and attend fundraising events as required. Adhere to the highest standards of community fundraising best practice as set out in the Fundraising Regulator Fundraising Code of Practice and ensure that all activities comply fully with the relevant Data Protection obligations and any other legislation. General responsibilities In conjunction with your Line Manager to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage. To participate in internal/external meetings as required, and attend training events, conferences and other functions, as necessary. To participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs. To ensure that all The Passage policies and procedures are being adhered to. To contribute to the effective implementation of The Passage s Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults. To at all times undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage1. Undertake any other duties that may be required which are commensurate with the role. Desired experience This person specification sets out the essential abilities and qualities which are used in the selection criteria for the post. When completing your supporting statement, please address criteria E1 to E11 and K1 to K7 demonstrating your understanding and knowledge and give evidence of your experience and abilities. E1 - Experience of supporting or delivering special events. E2 - Experience of recruiting new fundraisers and providing excellent stewardship. E3 - Creative thinker with the ability to take the lead, initiative and problem solve E4 - Experience of managing external suppliers. E5 - Understanding of how to use insight, data and market trends to identify opportunities and make recommendations. E6 - Experience of tracking income and expenditure targets. E7 - Strong interpersonal skills with the ability to liaise with people at all levels, over the telephone, email and face-to-face. E8 - A track record of generating and building strong, lasting relationships with supporters. E9 - Competent in the use of online databases such as Salesforce. E10 - Competent in the use of mailing platforms e.g. Dot Digital and design sites e.g. Canva E11 - Working in the charity sector. Desired knowledge K1 - Special events, fundraising and trends. K2 - Ability to work under pressure, keeping calm and thinking clearly. K3 - Digital fundraising and online fundraising platforms. K4 - Excellent organisation & time management skills. K5 - Strong organisational skills with the ability to manage and take responsibility for your own workload, handle multiple priorities and to work independently. K6 - GDPR and all relevant fundraising regulations. K7 - Shared passion for the work and values of The Passage.

JOB PURPOSE The Business Analyst will strengthen how we work by improving processes, systems, and the way we use data. This is a hands-on role, working closely with multiple teams across the organisation to identify challenges and develop solutions that are practical, proportionate, reflect the day-to-day realities of the working environment and are aligned with our values. The role requires someone who is a great communicator, has a consultative approach and can quickly build trust with staff and the senior leadership team. They will be able to balance what is an ideal solution with what is feasible in a charity context. The role will contribute to our mission to prevent and end homelessness by ensuring our systems, processes, and data are aligned with strategic priorities and delivery goals. MAIN DUTIES Collaborate with teams across Service Delivery, Finance, People Services, Income Generation, and senior leadership to identify operational needs, understand challenges, and shape improvements Facilitate workshops and consultation events to build a shared understanding of needs and challenges Co produce delivery excellence standards with people who use our services, ensuring their experiences and insights help shape how we design, assess, and improve our work. Document and analyse current workflows across and within teams and identify where improvements can be made. Translate organisational needs into clear, actionable proposals for system or process improvements. Lead organisational change arising from the analysis, working with managers and staff to plan improvements, coordinate implementation, and ensure changes are mainstreamed across the organisation. Work with the Data and Evidence Manager to improve data collection and reporting, ensuring that it supports changes to processes and workflows. Support the development of dashboards or tools that help track impact and performance. Support staff through clear communication, documentation and training Work closely with our IT Team to ensure systems meet user needs. Manage user testing of any new systems GENERAL RESPONSIBILITIES Working with the Head of Strategy and Evidence to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage To participate in internal/external meetings as required, attend training events, conferences and other functions as necessary. To participate in regular supervision and appraisal to help identify job-related development and training needs. To ensure that all The Passage policies and procedures are being adhered to, particularly those relating to Code of Practice and Confidentiality. To contribute to the effective implementation of The Passage s Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults. To always undertake your role in a professional manner maintaining a high standard of work, and to always work in accordance with the aims, values and ethos of The Passage. Undertake any other duties that may be required which are commensurate with the role PERSON SPECIFICATION Our vision is of a society where homelessness no longer exists and everyone has a place to call home. The person specification sets out the essential abilities and qualities that will be used in the selection criteria for this post. When completing your application form, please address criteria E1 to E4 and K1 to K5 demonstrating your experience and knowledge, giving evidence of your experience and abilities. DESIRED EXPERIENCE E1 Proven experience as a business analyst or similar role E2 Staff Training and stakeholder engagement E3 Excellent written and oral communication skills E4 Experience of co production or involvement methods with people who use services (desirable) DESIRED KNOWLEDGE K1 Strong understanding of how organisational functions (e.g. service delivery, finance, HR) operate and interact K2 Familiarity with systems such as CRM, case management, and finance platforms K3 Awareness of project lifecycles and change management principles K4 Familiarity with Excel, Power BI, or similar tools K5 Understanding of the housing and homelessness (desirable)