CRM Support Specialist — Drive Impact in Charity Tech

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

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.