Senior CRM Support Officer

An exciting opportunity has arisen for a motivated and detail-oriented individual, working 35 hours per week to join our dedicated CRM team supporting our internal database system, known as CHIP. Working within a small but influential team, you will act as the main point of contact for system users across the organisation, delivering high-quality first and second-line user support through a range of channels. You will diagnose issues and provide clear guidance to users, working in close partnership with the CRM team, IT and operational colleagues to investigate and resolve more complex system errors.

You will play an important role in ensuring users are confident and able to use CHIP effectively and compliantly. This will include supporting onboarding and induction for new users, developing accessible learning materials such as user guides, knowledge base articles and video tutorials, and delivering briefings or drop-in sessions to demonstrate system functionality.

The role will also contribute to ongoing system improvement by gathering user feedback, identifying trends in system use, supporting the testing of new developments and helping to embed best practice across services. You will work closely with operational colleagues to encourage consistent, efficient use of the system and to ensure organisational processes are supported by accurate and reliable data.

Requirements include:

• Good technical understanding of Microsoft Dynamics 365 and/or relational database systems.
• Experience of providing user support or working in a customer-facing environment.
• Demonstrable proficiency in the Microsoft Office core suite, including Word, Excel, PowerPoint and Teams.
• Ability to interpret and analyse complex information, investigate problems, and determine appropriate solutions.
• Excellent communication skills, with the ability to explain technical information clearly.
• Strong organisational skills, with the ability to manage competing priorities and work independently.
• Excellent understanding of data protection and GDPR.
• Exceptional accuracy and attention to detail.

NYAS operates robust safe procedures to ensure the protection of the children, young people and adults at risk we work with. To comply with NYAS's Safeguarding and Child Protection Policy candidates will be subject to references.

We reserve the right to close this vacancy early once we receive a high number of applications. In accordance with UK immigration law, NYAS is required to ensure that all prospective candidates have the legal right to work in the United Kingdom. Therefore, proof of eligibility to work in the UK will be required as part of the recruitment process.

About NYAS: As an established leading rights-based charity, NYAS (National Youth Advocacy Service) is well positioned to ensure that children, young people, and adults across England and Wales are fully respected, represented, and supported in expressing their views and having their rights upheld. We work with care-experienced children, young people, and adults who are often reliant on statutory services suffering the negative impact of the cuts in public expenditure. Our combination of social care and legal services places us in a unique position to ensure that they receive the services they need and that their voices are heard.

We are an equal opportunities employer and we are committed to creating an inclusive environment which means NYAS welcomes applications from all individuals regardless of age, disability, gender identity, sexual orientation, ethnic origin, nationality, religion or belief, or any other protected characteristic. NYAS is proud to share that we are a Disability Confident Employer and we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. Work with us to help change young lives.