D365 CRM Customer Service Functional Consultant

La Fosse Associates; Greater London; Hybrid; GBP 83,025 - 110,700; Full time

Job summary

La Fosse Associates is seeking a Microsoft Dynamics 365 Customer Service Functional Consultant for a 6–12 month contract based in Greater London. This pivotal role involves leading the design and configuration of customer service solutions to enhance operational efficiency.

The successful candidate will have extensive experience in Dynamics 365, particularly in customer service, and will collaborate closely with stakeholders. Hybrid work options available from York or London, offering a competitive day rate.

Qualifications

• Proven experience as a Microsoft Dynamics 365 Functional Consultant with a focus on Customer Service.
• Strong knowledge of Dynamics 365 Customer Service capabilities and configuration.
• Experience delivering Case Management and Knowledge Management solutions.

Responsibilities

• Lead the functional design and configuration of Microsoft Dynamics 365 Customer Service solutions.
• Gather and translate business requirements into functional specifications.
• Support User Acceptance Testing (UAT) and quality assurance activities.

Skills

Proven experience as a Microsoft Dynamics 365 Functional Consultant with a focus on Customer Service

Strong knowledge of Dynamics 365 Customer Service capabilities and configuration

Experience delivering Case Management and Knowledge Management solutions

Good understanding of the Microsoft Power Platform, including Power Apps and Power Automate

Strong requirements gathering and stakeholder management skills

Excellent business process analysis and solution design experience

Experience working within Agile and/or Waterfall delivery environments

Excellent communication and stakeholder engagement skills

Education

Microsoft certifications related to Dynamics 365 and Power Platform

Job description

Microsoft Dynamics 365 Customer Service Functional Consultant

Contract: 6–12 Months
IR35: Inside IR35
Location: Hybrid – York or London

We are looking for an experienced Microsoft Dynamics 365 Customer Service Functional Consultant to join a high‑profile project delivering and optimising customer service solutions using Microsoft Dynamics 365.

Working closely with business stakeholders, you will play a key role in gathering requirements, designing functional solutions, and configuring Dynamics 365 Customer Service to improve customer experience, operational efficiency, and agent productivity.

Key Responsibilities

• Lead the functional design and configuration of Microsoft Dynamics 365 Customer Service solutions.
• Gather and translate business requirements into functional specifications.
• Configure core Customer Service capabilities, including:
  • Case Management
  • Knowledge Management
  • Service Level Agreements (SLAs)
  • Queues and Routing
  • Customer Service Workspace
• Provide best practice guidance on Dynamics 365 Customer Service.
• Collaborate with technical teams to ensure successful solution delivery.
• Support User Acceptance Testing (UAT) and quality assurance activities.
• Deliver user training and support business change initiatives.
• Provide post‑go‑live support and identify opportunities for continuous improvement.
• Maintain solution documentation and governance standards.

Skills & Experience

• Proven experience as a Microsoft Dynamics 365 Functional Consultant with a focus on Customer Service.
• Strong knowledge of Dynamics 365 Customer Service capabilities and configuration.
• Experience delivering Case Management and Knowledge Management solutions.
• Good understanding of the Microsoft Power Platform, including Power Apps and Power Automate.
• Strong requirements gathering and stakeholder management skills.
• Excellent business process analysis and solution design experience.
• Experience working within Agile and/or Waterfall delivery environments.
• Excellent communication and stakeholder engagement skills.

Desirable

• Experience with Dataverse, Azure integrations and APIs.
• Knowledge of data migration and reporting using Power BI.
• Microsoft certifications, including:
  • Dynamics 365 Customer Service Functional Consultant Associate
  • Power Platform Functional Consultant Associate

What’s on Offer

• 6–12 month contract
• Inside IR35
• Hybrid working from York or London
• Opportunity to work on a large-scale Microsoft Dynamics 365 transformation programme

If you have a strong background in Dynamics 365 Customer Service and are looking for your next contract opportunity, we’d love to hear from you. Please apply with your latest CV, expected day rate, and availability.