At a Glance
- Tasks: Support our CRM system, Tessitura, and enhance visitor experiences through data and teamwork.
- Company: Join a mission-driven organisation dedicated to inspiring futures through culture and technology.
- Benefits: Enjoy 27 days annual leave, flexible work options, and a healthcare cash plan.
- Other info: Flexible hybrid working across London, Manchester, Bradford, or York with excellent career growth opportunities.
- Why this job: Make a real impact by helping colleagues maximise our CRM technology for better visitor engagement.
- Qualifications: No direct experience needed; a solution-oriented mindset and great communication skills are key.
The predicted salary is between 31725 - 38775 £ per year.
Are you interested in using data, technology, and teamwork to deliver memorable visitor experiences?
Our CRM (Customer Relationship Management) system is Tessitura, which not only provides SMG with a ticketing system, but also provides a range of different departments across the organisation with insight about our visitors and other stakeholders and their interactions with us. SMG is moving towards a more data-focused approach to engaging with our audiences. To support this, we have recently launched a new ticketing journey that will help us better understand how audiences engage with us.
As CRM Support Officer, you will make a significant contribution to the realisation of our vision to become the best group of museums in the world by supporting Tessitura, ensuring that it is used to its full potential across the organization. You will support the CRM team by providing day-to-day support for colleagues using the system, embedding it across all departments and ensuring it is used in the best possible way. In addition to identifying training needs, you will develop and deliver this training to supplement online training resources, whilst maintaining knowledge of CRM technology.
This is a great opportunity if you are keen to try something new, have been interested in help-desk work or are keen to work more directly with a CRM. The team are committed to providing development in this position and you will get just as much out of it, as you put in.
As we are currently working on a hybrid basis, flexibility can be offered for the role to be based at either our London, Manchester, Bradford or York museums, whilst retaining a Group-wide remit.
By joining us, you do not need to have direct experience with systems, though it may be beneficial, there will be training provided. Your solution-oriented mindset and commitment to great customer service will be especially valuable. You will be keen to work with and encourage colleagues to make the most of the technology we have to help our visitors, and enjoy learning from the new challenges that you support others with. You have a great ability to work with others, as a good communicator who enjoys building relationships with people at all levels.
What we offer:
- Meaningful work. We're a mission-led organisation where the work you do supports us in Inspiring Futures.
- Career growth. We offer enhanced support with personal and professional development.
- Work/life balance. We offer 27 days annual leave in addition to bank holidays, along with flexible policies which support you and your home life.
- Healthcare cash plan. Digital health tools, gym discounts and cashback towards your everyday healthcare costs.
- Wellbeing. All our colleagues can access an employee assistance programme and other wellbeing support.
- Colleague networks. Our colleague-led networks are an informal forum for colleagues to come together to discuss topics of shared interest and lived experience. They create a space for people to exchange ideas, discuss best practice, socialise and build a sense of community.
- Enhanced contributory pension. To support you in saving for the future.
- Interest-free loans. When you need a little extra cash for life events or home improvements.
- Great discounts. Free entry to exhibitions, discounts in our shops and cafes, and access to other museums in the NMDC network.
Open for All: Open for All is one of the Science Museum Group's five core values and sets out our important aspiration to be a place for everyone. We are working hard to understand our organisation better and to develop a culture that recognises and values different backgrounds, mindsets, skills, experience, knowledge, and expertise. By having greater diversity, we believe that we will be a stronger and better organisation, capable to continue to Inspire Futures.
CRM Support Officer employer: National Museums
At the Science Museum Group, we pride ourselves on being a mission-driven organisation that inspires futures through engaging exhibitions and educational experiences. Our commitment to employee growth is reflected in our robust professional development opportunities, flexible work-life balance, and a supportive culture that values diversity and collaboration. With generous benefits including 27 days of annual leave, healthcare support, and access to unique discounts, working with us in Manchester or Bradford offers a rewarding and meaningful career path in the heart of the science and innovation community.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Support Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Museums. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like National Museums before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Support Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to National Museums:Your cover letter is your chance to shine! Tell us why you want to work at National Museums specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National Museums!
How to prepare for a job interview at National Museums
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
