Senior CRM Support Officer

An exciting opportunity has arisen for a motivated and detail-oriented individual, working 35 hours per week to join our dedicated CRM team supporting our internal database system, known as CHIP. Working within a small but influential team, you will act as the main point of contact for system users across the organisation, delivering high-quality first and second-line user support through a range of channels. You will diagnose issues and provide clear guidance to users, working in close partnership with the CRM team, IT and operational colleagues to investigate and resolve more complex system errors. You will play an important role in ensuring users are confident and able to use CHIP effectively and compliantly. This will include supporting onboarding and induction for new users, developing accessible learning materials such as user guides, knowledge base articles and video tutorials, and delivering briefings or drop-in sessions to demonstrate system functionality. The role will also contribute to ongoing system improvement by gathering user feedback, identifying trends in system use, supporting the testing of new developments and helping to embed best practice across services. You will work closely with operational colleagues to encourage consistent, efficient use of the system and to ensure organisational processes are supported by accurate and reliable data.