CRM Support & Best Practice Analyst in Stratford-upon-Avon

Join the team driving best practice across Microsoft Dynamics 365 and play a pivotal role in enabling the business to deliver as the UK's Most Trusted Insurer. Shape the role around your strengths and ambitions, with opportunities to grow into change management or more technical career paths. Hybrid role with up to 80% from home and 20% in Stratford-upon-Avon. This role is suitable for candidates who have a strong understanding of how NFU Mutual operates.

We are looking for a CRM Support & Best Practice Analyst to join NFU Mutual's Group CRM Office on a permanent basis. In this role, you will provide day-to-day support across the business and agency network, helping colleagues get the most from our Dynamics 365 CRM system—the core customer relationship management system. Your responsibilities include managing and resolving user queries, incidents and service requests, ensuring each is handled with care, accuracy and according to NFU Mutual's policies, procedures and SLAs. You will also help maintain a smooth and supportive CRM experience by assessing and prioritising queries, investigating issues thoroughly, and delivering effective resolutions that minimise disruption and improve system functionality. In addition, you will shape how Dynamics 365 is used across the agency network and wider business, identifying opportunities to improve usage, behaviours and confidence. This consists of creating and maintaining training materials, user guides and best-practice documentation, coaching and advising colleagues including senior stakeholders to strengthen system knowledge and encourage consistent, effective use. This is a varied role offering excellent development prospects. You will work closely with a well-established change and adoption team, giving you exposure to system improvements and the opportunity to grow your skills in change management, communication, analysis or more technical career pathways.

Key Responsibilities

• Provide day-to-day support for NFU Mutual staff and the nationwide agency network.
• Manage and resolve user queries, incidents and service requests in line with policies and service level agreements.
• Assess, prioritise and investigate issues, delivering effective resolutions that minimise disruption.
• Maintain a smooth and supportive CRM experience through proactive support.
• Create and maintain training materials, user guides and best-practice documentation.
• Coach and advise colleagues, including senior stakeholders, to strengthen system knowledge.
• Identify opportunities to improve usage, behaviours and confidence across the organisation.

Essential Skills & Qualifications

• Direct experience working within the NFU Mutual agency network, partner organisations or closely aligned NFU Mutual teams.
• A strong understanding of NFU Mutual's business, particularly regarding customer-facing agency teams or regional service centres.
• Recent experience working with business systems that hold or support customer data.
• A genuine interest in problem-solving and understanding the "why" behind system or process issues.
• Excellent people-support and customer service skills, with a genuine desire to help users solve problems and work more effectively.
• Clear, confident communication skills (written and verbal), with strong attention to detail.
• A proactive, organised approach to managing your workload, able to work independently while collaborating effectively with others.

Desirable

• Previous experience using Microsoft Dynamics 365 is beneficial but not essential.

Benefits and Rewards

• Competitive salary.
• Annual bonus (up to 10% of salary).
• Contributory pension scheme, up to 20%, including your 8% contribution.
• 25 days annual leave plus bank holidays and a buy/sell/save holiday trading scheme.
• Family-friendly policy to support work-life balance.
• Access to savings at high-street brands, travel and supermarkets.
• £20 contribution to a monthly gym membership (subject to T&Cs).
• Health and wellbeing plan – cashback for dentist, opticians, physio and more.
• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance.
• Employee volunteering – one community volunteering day per year.
• Unlimited access to Refer a Friend £500 bonus scheme.
• Life assurance cover of 4× salary.
• Employee discounts of 15% on a range of NFU Mutual insurance policies.
• Salary sacrifice employee car scheme (subject to eligibility).

Working at NFU Mutual – Inclusive Workplace

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees. We recognise that some candidates may experience barriers during the recruitment process, and we encourage candidates to discuss any adjustments or accommodations they need to be at their best throughout the recruitment process. We are a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory, and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation or socioeconomic background.