Manchester, Greater Manchester, North West, UK
£25000 - £37000 per year
17 days ago
What you will do
We are looking for an Analyst that’s an experienced professional who will be responsible for supporting enhancements of our CRM product suite (ServiceMax/Salesforce), guiding and delivering changes to the Business. The core tasks will include user administration, dashboard/report development, user testing and maintaining accurate user guides for the product to ensure that we have a stable platform. The role will involve working closely with our business stakeholders to develop our product, building requirements, prioritising and working with our IT teams to deliver these successfully.
There is a wider responsibility of continuous improvement of the customer service centre, providing process mapping support and involvement in facilitating workshops to support our leadership team with their process improvements to deliver world class customer service.
This position aligns under the central customer service structure with a focus on supporting our teams in the field based around the United Kingdom. The job holder will need to communicate effectively with internal and external stakeholders to identify needs and evaluate technology solutions.
How you will do it
•Extensive hands-on administration and configuration of our CRM product suite, leveraging knowledge from application releases and new features.
•Reviewing business requirements, user issues, identifying future needs and providing solutions.
•Partnering collaboratively with IT colleagues in the design, testing and deployment of any future upgrades.
•Sharing best practice knowledge and delivering training as subject matter expert.
•Supporting the CSC in the delivery of benefits across multiple initiatives as part of our transformation plans.
•Playing a key part in our journey to provide an efficient centralised team for all business units.
•Drive adoption of CRM product creating a stepped change in product use adding additional functionality to help our business become more efficient
•Share responsibility for the overall service delivery of the CSC
•Carefully manage your time keeping a commercial mind-set when working on large and complex changes. Being able to juggle it all is crucial to the role.
•Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team.
•Work collectively with all business support teams to maximise delivery in a positive way
What we look for
•Experience of working with CRM systems in the past
•Knowledge of Contact Centre, Back Office and Field Engineering
•Ability to bring in best practice from across multiple industries and sectors
•Background in process analytics, continuous improvement or CRM administration
•Security and Mechanical business experience
•Product, IT, Technical, Security industry, Problem solving, Process improvement, Customer Experience
•Advanced user of complex computer programs with very strong analytical skills including experience in Computer programming/SQL/VBA