Contact Management - CRM Delivery


Job details

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Job title Contact Management - CRM Delivery
Ref CRM5244
Location Harwell
Region Central and South East
Company Radioactive Waste Management
Salary 27000.00-35000.00 GBP per year
Duration 12 Months
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Role

This company require assistant with a new CRM system; Salesforce. The department is growing and is expected to grow further as the company embarks on Community Engagement and continues working with stakeholders. You will be responsible for supporting the ongoing enhancement of the CRM system liaising with internal and external parties, joining a wider customer service team.

Key Accountabilities

• Assist with the identification of requirements with subject matter experts

• Based on the requirements, develop user stories and manage the prioritisation of these

• Manage the day to day interaction with the developer who will design and build the system

• Lead on user acceptance testing

• Lead on the development of system training materials

• Assist in securing the required approvals to deliver this work

• Assist as required in the procurement of supply chain to support the delivery of this work

• Work with the supply chain to ensure all system documentation is updated

• Manage the backlog of user stories

• Work with the Project Management Team ensuring updated use of the CORA management system

• Undertake system administration of the CRM

• Support the outsourcing of the Contact Centre Capability

• Support the day to day management of the Contact Centre capability by ensuring that all customer contacts are managed in line with RWM service standards

• Identify and support opportunities to use CRM data to drive evidence-based decision making

• Develop and lead a staff-based user group for the CRM

Experience Required

• Educated to at least GCSE (A – C) level including English and Maths or equivalent.

• Experience in utilising CRM systems, preferably Salesforce

• Experience of internal reporting

• Understanding of GDPR and privacy requirements

• Customer Journey development experience would be an advantage

Skills Required

• Customer focused with a desire to meet a customer’s needs

• High levels of accuracy when inputting data

• Excellent communication skills, both written and verbal

• Ability to adapt communication styles to best suit the customer

• Ability to work well in a team and recognise their role as part of a wider organisational team

• Strong problem-solving skills and tenacity

• Act with integrity, professionalism and takes responsibility

• Ability to prioritise effectively

• Experience in working to deadlines


Additional information about the process

Contact Management - CRM Delivery

Reference: CRM5244

Location: Harwell, Oxfordshire

Job Type: Contract

Salary: 27-35k

Duration: 12 months+

Contact Details: Charlotte Williams – charlotte.williams@capita.com – 07599548238

This vacancy has been deemed inside of scope IR35.

Capita Resourcing is the strategic resourcing business within Capita plc. We are the chosen provider of agency workers and permanent recruitment for the Nuclear Decommissioning Authority (NDA) collaborative framework, across nuclear sites and offices UK wide.

NuclearWorks welcomes applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. NuclearWorks is a trading name of Capita Business Services Ltd. Services offered are those of an Employment Agency and Employment Business.


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