Senior CRM Support Officer

12 hours ago

Birkenhead, Wirral, United Kingdom Morgan Hunt Full time £27,000

Job Title: Senior CRM Support Officer

Job Summary:

We are seeking an experienced and dynamic Senior CRM Support Officer to join our team. As a key member of our CRM team, you will be responsible for supporting the onboarding and ongoing user experience of our Microsoft Dynamics 365 CRM system.

Key Responsibilities:

  • Lead the onboarding and induction of new users to the Microsoft Dynamics 365 CRM system.
  • Provide expert first and second-line user support across multiple channels, ensuring timely responses within agreed timeframes.
  • Facilitate one-on-one and small group meetings via Microsoft Teams to gather user feedback, identify system errors, and address user requirements.
  • Utilise system knowledge and diagnostic techniques to offer tailored advice and guidance, managing user expectations effectively.
  • Escalate system errors to the CRM and IT teams, or third-party developers as necessary.
  • Monitor and ensure the quality of user support across the CRM team, providing coaching and guidance where needed.
  • Line manage 2 support officers and mentor superusers across the organisation to ensure they are well-prepared and informed in their roles.
  • Lead the development and delivery of a comprehensive training programme for users, focusing on key CRM functionalities such as views, dynamic charts, and dashboards.
  • Develop and maintain high-quality user communications, using platforms like SharePoint and Microsoft Teams to keep stakeholders informed and engaged.
  • Drive positive change in user behaviour by managing user learning content and promoting best practice.
  • Collect and analyse user behaviour data, providing insights and reports to the CRM team and key stakeholders to influence system improvements and business decisions.

Requirements:

  • Proven experience in CRM support, particularly with Microsoft Dynamics 365.
  • Strong understanding of system training and user support, with excellent communication skills.
  • Ability to manage user queries efficiently across multiple platforms.
  • Experience in leading teams and mentoring colleagues.
  • Skilled in gathering and analysing user feedback to drive system improvements.
  • Strong communication skills both Written and Verbal

Reporting to: CRM Manager

This is a fantastic opportunity to join a forward-thinking organisation and play a critical role in shaping their CRM user journey.

This is a permanent role, offering £27,000 per annum plus strong company benefits. Remote or Hybrid with offices in Birmingham, London and Cardiff.

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