System and Process Lead

A well-established housing provider is seeking an experienced System and Process Lead to support and optimise the systems used across its operational teams.

This role is ideal for someone who understands how operational systems and processes work in practice and enjoys improving the way teams use technology to deliver services more effectively. You will act as the central point of expertise for system users, helping colleagues adopt best practice while identifying opportunities to improve processes, data quality, and system functionality. You will work closely with operational teams, IT, and data specialists to ensure systems support efficient service delivery and a positive customer experience., * Champion best practice system usage across operational teams, ensuring consistent and compliant use of CRM and related platforms

• Act as the first line of support for system users, triaging issues and resolving or escalating where necessary
• Identify opportunities to improve operational processes, system functionality, and user workflows
• Develop and maintain clear system documentation, user guides, and process materials
• Deliver training sessions, workshops, and one-to-one support for colleagues with varying levels of digital confidence
• Monitor and improve data quality, ensuring records are complete, accurate, and aligned with organisational standards
• Support system upgrades, testing, and configuration changes, including user acceptance testing
• Collaborate with IT, digital, and operational teams to refine processes and improve system performance
• Track system usage and performance indicators, highlighting risks and opportunities for improvement
• Ensure system updates, changes, and new features are communicated effectively to users
• Support continuous improvement initiatives that enhance service delivery and operational efficiency

• Experience working with CRM or operational systems such as Microsoft Dynamics or similar platforms
• Strong understanding of operational processes and how systems support service delivery
• Experience analysing workflows and identifying practical improvements to systems or processes
• Confidence delivering training or guidance to colleagues with varying levels of digital confidence
• Strong problem-solving skills and the ability to diagnose user issues and system faults
• Excellent communication skills with the ability to explain systems clearly to non-technical users
• Strong data awareness and an understanding of the importance of data accuracy and governance