> Markdown version of [/jobs/ext/2856869-crm-support-officer](https://www.wearedevelopers.com/jobs/ext/2856869-crm-support-officer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CRM Support Officer - **Company:** Yorkshire Cancer Research - **Location:** Harrogate, UK - **Salary:** £26,155.0 - **Contract:** Temporary contract - **Skills:** Microsoft Word, Microsoft Excel, Business Systems, Customer Data Management, Issue Tracking Systems, Microsoft Dynamics, Microsoft PowerPoint - **Published:** September 12, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5880285816 ## About the Role To be considered for this role, you will need: * To be educated to A-Level standard or equivalent experience. * To have experience of providing support for business systems, CRM platforms or service desk functions. * To have experience of Microsoft Dynamics 365 or another enterprise CRM platform. * To have experience of supporting CRM system users within a charity or not-for-profit organisation. * To have experience of using a service management or ticketing system. * To have strong troubleshooting and problem-solving skills. * To have experience of creating and maintaining user guides, knowledge articles or support documentation. * To have experience of and a good understanding of GDPR principles. * To be understanding of CRM data quality, governance and user adoption principles. * To have excellent customer service skills and a user-focused approach. * To have the ability to explain technical information clearly to non-technical audiences. * To have strong written and verbal communication skills. * To have excellent organisational, time-management and coordination skills, with strong attention to detail. * To be able to manage and prioritise multiple requests effectively. * To be proficient in Microsoft Office applications, including Word, Excel and PowerPoint. * To be proactive and able to work independently without supervision. * To be able to act as a visible and approachable point of contact for colleagues navigating the CRM change. ## Description As a CRM Support Officer, you will be responsible for providing first-line support for the charity's CRM system, ensuring users receive timely, effective assistance and guidance. Acting as a key point of contact for CRM users, the postholder will troubleshoot routine issues, manage support requests, maintain support documentation and promote best practice use of the CRM across the charity. Working closely with the CRM Product Owner, Digital and Data teams, and business Subject Matter Experts (SMEs), the role will support user adoption, continuous improvement and the successful delivery of CRM enhancements and system updates. The role holder will also be responsible for internal communications and website maintenance. Specifically, you will: * Act as the first point of contact for CRM-related queries, incidents and service requests. * Troubleshoot and resolve routine CRM issues in a timely manner. * Escalate complex or technical issues to the CRM Product Owner or appropriate technical specialist or third party. * Monitor support requests and keep users informed of progress and resolution. * Ensure all incidents, requests and support activities are accurately recorded within the service desk system. * Support the implementation and rollout of CRM enhancements, new functionality and system updates. * Provide guidance and assistance to users on CRM processes and functionality. * Promote effective and consistent use of the CRM across the charity. * Signpost users to appropriate guidance, training materials and self-service resources. * Support the onboarding of new CRM users, providing training where required. * Create, maintain and improve CRM knowledge articles, user guides and frequently asked questions. * Produce training and other material in different formats to support the circumstances. * Analyse support trends and common issues to identify opportunities for improvement. * Support the development and refinement of CRM support processes and procedures. ## Related Videos - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)