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- Tasks: Drive tech solutions for housing services, improving access for residents.
- Company: Join Kensington and Chelsea Council, dedicated to supporting diverse communities.
- Benefits: Enjoy a collaborative environment, modern tools, and opportunities for growth.
- Why this job: Make a real impact on residents' lives through innovative tech solutions.
- Qualifications: Experience in business analysis, especially with Microsoft Dynamics 365 CRM.
- Other info: Fixed term contract until June 2026; interviews in person from 25th August 2025.
The predicted salary is between 36000 - 60000 £ per year.
Use your tech skills to drive smarter housing services – and make a real difference to thousands of residents.
This is a fixed term contract until 14th June 2026
As a Housing IT Business Analyst, you\’ll help shape better services for people across our borough. From day one, you\’ll be at the heart of change – turning big ideas into real-life solutions that help residents access the support they need, faster and more easily.
Working Style:
You\’ll be based in the Borough for 3 days a week, playing a key role in serving the local community. Whether you\’re working on the frontline or behind the scenes, you\’ll be part of a dedicated team making a real difference to residents\’ lives.
What you\’ll be doing:
This is a role that sits at the crossroads of housing and technology – where smart systems meet real-world impact.
You\’ll take ownership of projects and developments across our key Housing IT systems – including MS Dynamics 365 CRM, One Housing, Keystone Asset Management and Total Mobile Connect. Whether it\’s improving self-service for residents, streamlining back-office processes or fixing bugs that cause bottlenecks, your work will make things simpler, faster and better for everyone involved.
You\’ll work closely with service teams to understand what\’s needed, then translate that into clear technical requirements for developers. You\’ll lead workshops, map current and future processes, and write up user stories, test cases and documentation. You\’ll also help run user testing, support training and make sure that every solution is fit for purpose before it goes live.
It\’s a fast-moving, collaborative environment where your ability to explain the complex in simple terms – and vice versa – will be key.
For further details, please review the Job Description and Person Specification
What you\’ll bring
You\’re an experienced Business Analyst with a background in housing, local government or similar public-facing services. You understand the balance between business needs and technical capability – and know how to bridge that gap.
You\’ve worked with Microsoft Dynamics 365 CRM (or similar systems), and you\’re confident running workshops, documenting requirements, and supporting testing and rollouts. You\’re comfortable switching between technical detail and big-picture thinking – and you\’re always looking for ways to improve user experience and service delivery.
You\’re organised, analytical and clear-headed under pressure, with strong communication skills and a natural ability to build trust with people at all levels. You understand data standards, GDPR, change control and accessibility – and you believe in technology that works for everyone.
Most of all, you\’re driven by purpose – ready to roll up your sleeves and use your skills to help services run better and residents feel supported.
Why join us
At RBKC, we\’re all in – investing in our people, our communities and our future.
In this role, you\’ll be a key player in transforming how housing services work across the borough. You\’ll be part of a friendly, forward-thinking IT team that values innovation, collaboration and impact. With access to modern tools, meaningful projects and plenty of opportunities for growth, you\’ll have the freedom to shape your role and your career.
You\’ll also see the real-world effect of what you do – from faster case resolution to smoother self-service for residents. This isn\’t just systems work. It\’s about building tech that changes lives.
About us
Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.
As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.
In this role, you\’ll be part of that mission. You\’ll show what \”we\’re all in\” means by diving deep into complex systems, turning challenges into solutions, and helping teams across housing deliver services that truly work for the people who rely on them.
Interview Details
Interviews will be held on week commencing 25th August 2025 and these will be held in person.
Ready to join us?
We\’re all in – are you? If you share our values and have the skills to contribute, we\’d love to hear from you.
Please apply online explaining how you meet the requirements set out in the person specification and job description.
We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.
We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
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CRM Business Analyst employer: The Royal Borough of Kensington & Chelsea Council
Contact Detail:
The Royal Borough of Kensington & Chelsea Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Business Analyst
✨Tip Number 1
Familiarise yourself with Microsoft Dynamics 365 CRM, as it's a key system for this role. Consider taking an online course or tutorial to brush up on your skills and demonstrate your commitment to mastering the tools you'll be using.
✨Tip Number 2
Network with professionals in the housing and local government sectors. Attend relevant events or join online forums to connect with others who work in similar roles. This can provide you with insights into the industry and potentially lead to valuable referrals.
✨Tip Number 3
Prepare to discuss your experience in running workshops and documenting requirements. Think of specific examples where you've successfully bridged the gap between technical teams and business needs, as this will showcase your ability to communicate effectively.
✨Tip Number 4
Research the current challenges faced by housing services in your borough. Being knowledgeable about local issues will not only help you in interviews but also show your genuine interest in making a difference in the community.
We think you need these skills to ace CRM Business Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the CRM Business Analyst position. Tailor your application to highlight how your skills and experiences align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with Microsoft Dynamics 365 CRM or similar systems. Provide specific examples of projects where you've improved user experience or streamlined processes, as this is crucial for the role.
Showcase Your Communication Skills: Since the role requires strong communication skills, include examples in your application that demonstrate your ability to explain complex concepts clearly. Mention any experience leading workshops or collaborating with diverse teams.
Tailor Your Application: Make sure to customise your cover letter to reflect the values and mission of the organisation. Explain how your personal values align with their commitment to supporting residents and improving housing services.
How to prepare for a job interview at The Royal Borough of Kensington & Chelsea Council
✨Understand the Role
Make sure you have a clear understanding of the CRM Business Analyst role and how it fits within the housing services context. Familiarise yourself with the key responsibilities, such as working with MS Dynamics 365 CRM and translating business needs into technical requirements.
✨Showcase Your Experience
Prepare to discuss your previous experience as a Business Analyst, particularly in housing or public-facing services. Highlight specific projects where you've successfully improved user experience or streamlined processes, and be ready to explain your approach.
✨Demonstrate Communication Skills
Since this role requires explaining complex concepts in simple terms, practice articulating your thoughts clearly. Be prepared to discuss how you've facilitated workshops or collaborated with teams to gather requirements and ensure everyone is on the same page.
✨Emphasise Your Problem-Solving Abilities
Be ready to provide examples of how you've tackled challenges in past roles. Discuss your analytical skills and how you've used data to inform decisions, as well as your approach to testing and ensuring solutions are fit for purpose before going live.
