Senior CRM Support Specialist

2 days ago

Birkenhead, Wirral, United Kingdom Morgan Hunt Full time £27,000
Senior CRM Support Officer

Our client, a national Charity, is seeking an experienced and dynamic Senior CRM Support Officer to join their team.

This pivotal role is responsible for supporting the onboarding and ongoing user experience of their Microsoft Dynamics 365 CRM system, known internally as CHIP.

The ideal candidate will demonstrate a strong ability to deliver high-quality user and application support, ensuring users across the organisation can maximise the system's functionality to meet their business needs.

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, including Microsoft Outlook, Viva Engage, and the IT ticket system, 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.
  • 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.
  • Contribute to the creation and review of team documentation, policies, and procedures to ensure consistent support across the organisation.

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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