CRM Support Assistant

We are seeking a dedicated CRM Support Assistant to join our dynamic team at the University of Salford. In this role, you will play a crucial part in our CRM Project department, offering timely and effective support to our diverse community. Your primary focus will be on triaging cases and providing first-line assistance, ensuring a seamless experience for all users.

Key Responsibilities

1. Act as first-line CRM support — receive, document and triage CRM-related queries from users via email, phone, Teams and other channels.
2. Manage and resolve support requests — make an initial attempt to resolve incidents, follow CRM case management processes, and ensure requests progress efficiently.
3. Work with colleagues complex issues — work with CRM Configurators when specialist input is needed.
4. Support CRM development and improvement — assist with administrative tasks, workshop notes, knowledge base development, and support for new and existing functionality.
5. Work collaboratively and maintain service quality — support colleagues, engage with stakeholders, promote excellent customer service, and contribute to student-focused, inclusive and value-for-money service delivery.

About the Department

The Customer Contact Technologies team is part of the Student Experience and Support directorate, supporting the University’s commitment to delivering excellent services for applicants, students and staff. The team enables colleagues across the student lifecycle to make effective use of CRM and other customer contact technologies, helping to improve communication, streamline processes and enhance the overall student experience.

Working closely with teams across recruitment, admissions, student support, registry and Digital Information Technology, the team helps translate operational needs into practical technology solutions that support better services for students and applicants.

What's in it for you?

• Competitive salary - and excellent pension scheme
• An impressive 32 days leave - plus bank holidays, additional time off at Christmas and the opportunity to buy even more!
• Flexible working - we support a culture of flexible and agile working to help you find the right balance
• Our community - there's a real sense of belonging here at Salford. We value diversity, in backgrounds and in experiences.  Our difference makes us stronger, and together we share a passion for improving students' lives
• The Perks! - MySalford, our online employee portal offers a wide range of lifestyle benefits and discounts

Wellbeing support - all our people are important to us and we have services and facilities dedicated to your mental and physical health, ranging from an Employee Assistance Programme and counselling, to sports and fitness facilities including discounted gym memberships

Please note this opportunity may close early depending on applicant volume.

Job Description

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