Details
1101445
University of Salford
29/09/2025
Other - See Job
36.25
Smart Casual
Pay
£14.87
£1.79
Description
Role
We are looking for University of Salford Graduate students to work as a CRM Assistant for a 5 month period.
The role is to provide first line support for applicants, students and staff members who are raising issues using the Applicant Portal, Student Portal or CRM.
The role will involve providing excellent customer service to those who raise issues by communicating back with clear instructions and timelines, trying to resolve common issues in a timely manner and by escalating to senior colleagues when second line support is required.
The role holder will also assist with the team in documenting development and supporting with releasing new features by being on hand to handle enquiries from users. The Student Administration Team is responsible for managing the customer service, data, systems and processes which support the student experience from the point of admission onwards. It also manages statutory student returns and management information on all our students. The Service is comprised of six teams: Admissions, Customer Services, Data and Systems, Analysis and Information, UKVI Compliance and Timetabling and Examinations.
The CRM team are responsible for the development, implementation and continuous improvement of the University’s Microsoft Dynamics 365 system. They ensure that the CRM data is of excellent quality, accurate and available on a timely basis. The team also ensure that the University’s data and student journey and experience requirements are met, through identification of more streamlined and effective processes and developing a culture of continuous improvement.
Working closely with the CRM Manager and other members of the team, the CRM Support Assistant will be the first line of customer support for queries from CRM users.
Located in the CRM team the CRM Support Assistant will be responsible for triaging incoming support requests which may relate to recently deployed CRM functionality, CRM business processes or system troubleshooting.
The CRM Support Assistant will be able to demonstrate excellent problem-solving and analytical skills along with the ability to approach and resolve problems in a prompt, practical and efficient manner.
With excellent team working skills, a deep commitment to service excellence and the capacity to work flexibly and effectively with key stakeholders they will be able to use their experience to contribute to the effective resolution and escalation of support requests.
Duties and responsibilities
- Documenting support requests received from CRM customers via varied communication channels (e.g. email, telephone, teams etc.).
- Proactively manage the incident resolution process, working with key stakeholders to improve service delivery, including initial triage of support requests and first attempt at support request resolution.
- Following defined CRM case management processes.
- Assisting with administrative tasks related to the continued development of MS Dynamics CRM (e.g. Capturing notes at CRM workshops).
- Escalating support requests to second line support (CRM Configurators / CRM Manager) where appropriate.
- Assisting with the ongoing development of a CRM knowledge base.
- Continuous self-evaluation of personal performance
- Support and deputise for team colleagues as required
- Perform any other duties appropriate to the grade as may be required by the CRM Manager
- Engage with the University’s commitment to put our students first and deliver services which are customer orientated, represent value for money and contribute to the financial and environmental sustainability of the University when undertaking all duties and aspects of the role
- Promote equality and diversity for students and staff and sustain an inclusive and supportive study and work environment in accordance with University policy
- This role detail is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your Contract of Employment.
- Assist with out of the box configuration for new and existing CRM functionalities.
Skills and experience
- University of Salford Graduates from any course or degree
- Experience of working within a customer service / support desk role
- Analytical and organisational skills
- Commitment to continuing professional developmentKnowledge of the Microsoft Office 365 tools including Excel, Word, Outlook, and PowerPoint
- An awareness of the structure, processes and organisation of Higher Education institutions and their core activities
- Experience of working within a customer service / support desk role
- A strong understanding of customer service principles and service delivery
- Ability to work in a team, follow direction and challenge where appropriate; be self-motivated, adaptable and flexible
- Strong communication, relationship building and networking skills ability to deal with a wide-ranging internal customer base
- Ability to write in a clear and concise manner and record information accurately and to deliver consistent high-quality work at a detailed level
- Excellent evaluation, organisation, decision making and time management skills with the ability to work to deadlines
- Excellent problem-solving and analytical skills with the ability to approach and resolve problems in a fast-paced environment
- A demonstrable record of applying best practice and a customer centred approach to the work of an organisation to achieve outstanding results
- Ability to contribute to the development of a progressive, innovative and strategic vision for the Directorate in support of the aims and activities of the University
- A good standard of general education with GCSE (or equivalent) in both English and Maths
- Graduate qualification or equivalent professional experience
- First rate troubleshooting and problem-solving skills. Ongoing development and understanding of the services provided to provide accurate help and assistance to users.
Location
Hybrid - University of Salford
Benefits
- Working with multiple stakeholders, staff, contractors.
- Experience in investigating issues
- Supporting with resolution of issues
- Understanding an enterprise-wide CRM system