CRM Assistant

Core Accountabilities:

1. Provide administrative support to the CRM Team, including mailbox management, data processing and organising training events and meetings as required.
2. Contribute to maintaining and continuously improving the CRM system and associated documentation.
3. Support the CRM Team in the achievement of the priorities and objectives, including the rollout of CRM to the whole organisation.
4. Support the team in the delivery of its objectives, demonstrating a 'can do' attitude and a flexible and resourceful approach.
5. Model the values and work in accordance with equalities, diversity and inclusion, health and safety, and environmental policies.
6. Undertake any other duties and responsibilities appropriate to the post.

Specific Accountabilities:

1. Actively maintain and monitor the support mailbox and ensure timely response to queries, including referring enquiries as appropriate.
2. Implement best practices to streamline email management and improve overall customer experience.
3. Organise and support meetings and training events with colleagues and teams; and, where appropriate, external meetings and events.
4. Support the team to maintain and improve CRM data quality.
5. Assist the team with onboarding new teams and staff, including data cleansing and processing.
6. Contribute to user acceptance testing during implementation of new system enhancements.
7. Assist in maintaining documentation and version control on new projects and continuous improvements made to CRM systems.
8. Undertake any other reasonable duties as may be required commensurate with the level of the post.

Person Specification: CRM Assistant

Knowledge and Experience

• Experience in Microsoft Dynamics 365 or any other similar CRM systems.
• Proficiency in MS Excel, Power Query, or other similar software package to manipulate and standardise data.
• Experience in the use of a range of software packages including Word and PowerPoint (or similar software), email and the internet.
• Experience in the collation and maintenance of information and presenting information in reports or spreadsheets.
• Experience in a customer support or helpdesk role, preferably with experience in email support.
• Experience in organising and supporting with meetings/training events.

Skills and Abilities

• Good oral and written communication skills.
• Good organisational skills with an ability to manage own workload and priorities to meet deadlines and respond to changing priorities.
• Proven ability to multitask.
• Able to prioritise work against competing and challenging demands to meet deadlines.
• Excellent interpersonal skills, including the ability to deal with face-to-face, telephone and email enquiries in a courteous and patient manner, providing a high level of customer care.
• Ability to exercise discretion and confidentiality.
• Ability to follow clear directions.
• Ability to produce work of a high standard with a high level of attention to detail.
• A positive 'can-do' attitude
• Demonstrate a keenness to learn and take direction