CRM Support Officer

Yorkshire Cancer Research; Harrogate; On-site; GBP 30,000 - 34,000; Full time

Job summary

Yorkshire Cancer Research is seeking a CRM Support Officer to provide first-line support for the charity's CRM system, troubleshoot routine issues, and maintain knowledge articles. You will work with the CRM Product Owner, Digital and Data teams to promote adoption and ensure smooth rollout of enhancements.

The role requires experience with CRM platforms (preferably Microsoft Dynamics 365), service desk practices, and strong customer service skills. A-Level standard education is expected.

Qualifications

• Educated to A-Level standard or equivalent experience.
• Experience providing support for business systems, CRM platforms or service desk functions.
• Experience with Microsoft Dynamics 365 or another enterprise CRM.
• Experience supporting CRM users within a charity or not-for-profit.
• Experience using a service management or ticketing system.
• Strong troubleshooting and problem-solving skills.
• Experience creating and maintaining user guides or knowledge articles.
• Understanding of GDPR principles.
• Understanding of CRM data quality and user adoption.
• Excellent customer service and user-focused approach.
• Ability to explain technical information clearly to non-technical audiences.
• Strong written and verbal communication skills.
• Excellent organisational and time-management skills.

Responsibilities

• Act as the first point of contact for CRM-related queries, incidents and service requests.
• Troubleshoot and resolve routine CRM issues in a timely manner.
• Escalate complex or technical issues to the CRM Product Owner or other specialists.
• Monitor support requests and inform users of progress and resolution.
• Record all incidents and requests in the service desk system.
• Support CRM enhancements and system updates rollout.
• Provide guidance on CRM processes and functionality.
• Promote effective CRM usage across the charity.
• Signpost users to guidance, training materials and self-service resources.
• Support onboarding of new CRM users and training where required.
• Create and improve CRM knowledge articles and user guides.
• Produce training material in different formats.
• Analyse support trends to identify improvement opportunities.
• Develop and refine CRM support processes and procedures.

Skills

CRM support

Microsoft Dynamics 365

Service desk

Customer service

GDPR knowledge

Training documentation

Communication

Education

A-Level standard

Tools

Microsoft Dynamics 365

Ticketing system

Microsoft Office

Job description

Job title: CRM Support Officer

Role profile: CRM Support Officer Role Profile

Salary: £30,000 per annum

Hours:Full-time, 37 hours per week

Closing date:25 September 2026

Permanent or Fixed Term:Permanent

About Us

Yorkshire is one of the regions hardest hit by cancer. Together, we can change this.

Yorkshire Cancer Research is a charity dedicated to funding research so that you and those you love live longer healthier lives, free of cancer.

Thanks to supporters, the charity funds vital cancer research and pioneers innovative new services for people with cancer. These life-giving medical breakthroughs are helping more people survive cancer – in Yorkshire, and beyond.

As an inclusive employer, our aim is to ensure our workforce reflects the rich diversity of our region. We believe a diverse workforce is vital to us taking action to prevent, diagnose and treat cancer more effectively in Yorkshire. We offer equal opportunities regardless of race, religion or belief, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, marriage and civil partnerships.

We’ve got a strong set of values that inform everything we do, and we’re looking for people who are aligned with these. As a CRM Support Officer, you will put people in Yorkshire at the heart of everything you do, unite with colleagues and other organisations in this cause, and dare to think big and bold to make positive solutions happen.

To find out more about our values and how important they are to us, please read the role profile linked above.

The Benefits

We offer a wide and generous range of benefits designed to support our employees through every stage of life. To read about these, please see the benefits section of our Careers Page.

The Role

As a CRM Support Officer, you will be responsible for providing first-line support for the charity's CRM system, ensuring users receive timely, effective assistance and guidance. Acting as a key point of contact for CRM users, the postholder will troubleshoot routine issues, manage support requests, maintain support documentation and promote best practice use of the CRM across the charity.

Working closely with the CRM Product Owner, Digital and Data teams, and business Subject Matter Experts (SMEs), the role will support user adoption, continuous improvement and the successful delivery of CRM enhancements and system updates. The role holder will also be responsible for internal communications and website maintenance.

Specifically, you will:

• Act as the first point of contact for CRM-related queries, incidents and service requests.




• Troubleshoot and resolve routine CRM issues in a timely manner.




• Escalate complex or technical issues to the CRM Product Owner or appropriate technical specialist or third party.




• Monitor support requests and keep users informed of progress and resolution.




• Ensure all incidents, requests and support activities are accurately recorded within the service desk system.




• Support the implementation and rollout of CRM enhancements, new functionality and system updates.




• Provide guidance and assistance to users on CRM processes and functionality.




• Promote effective and consistent use of the CRM across the charity.




• Signpost users to appropriate guidance, training materials and self-service resources.




• Support the onboarding of new CRM users, providing training where required.

• Create, maintain and improve CRM knowledge articles, user guides and frequently asked questions.




• Produce training and other material in different formats to support the circumstances.

• Analyse support trends and common issues to identify opportunities for improvement.




• Support the development and refinement of CRM support processes and procedures.

About You

• To be educated to A-Level standard or equivalent experience.




• To have experience of providing support for business systems, CRM platforms or service desk functions.




• To have experience of Microsoft Dynamics 365 or another enterprise CRM platform.




• To have experience of supporting CRM system users within a charity or not-for-profit organisation.




• To have experience of using a service management or ticketing system.




• To have strong troubleshooting and problem-solving skills.




• To have experience of creating and maintaining user guides, knowledge articles or support documentation.




• To have experience of and a good understanding of GDPR principles.




• To be understanding of CRM data quality, governance and user adoption principles.




• To have excellent customer service skills and a user-focused approach.




• To have the ability to explain technical information clearly to non-technical audiences.




• To have strong written and verbal communication skills.




• To have excellent organisational, time-management and coordination skills, with strong attention to detail.

• To be able to manage and prioritise multiple requests effectively.




• To be proficient in Microsoft Office applications, including Word, Excel and PowerPoint.

• To be proactive and able to work independently without supervision.




• To be able to act as a visible and approachable point of contact for colleagues navigating the CRM change.

Application

Before applying, please read the full role profile linked above.

Yorkshire Cancer Research is a responsible and flexible employer. We welcome any discussion for flexible working at the interview/offer stage where we will consider an individual’s circumstances against the needs of the charity.

We positively encourage applications from suitably qualified and eligible candidates from all backgrounds. If we can make any reasonable adjustments to support your application please contact us.