CRM Support and Training Officer

Transcription

1 CRM Support and Training Officer Job title Reporting to Key relationships atabase Support Analyst Head of Business Systems & ICT All staff and external service providers About Hospice UK Hospice UK is the national charity for hospice care. We champion and support the work of more than 200 member organisations, which provide hospice care across the UK, so that they can deliver the highest quality of care to people with terminal or life-limiting conditions, and support their families. Our strategic priorities are to: be the leading advocate for hospice care promote and support excellence in hospice care support those providing hospice care. Our values: we aspire to be supportive, professional, collaborative, creative and confident. Job escription Role Purpose and Summary Business systems are a vital part of any organisation. Hospice UK has spent the last four years consolidating various business systems and extending the use of a core system Access thankq CRM. The CRM is used throughout Hospice UK, and manages: Contacts and relationships Subscriptions and mailing preferences Communications and engagement Income donations, regular gifts, and Gift Aid Sponsorship vents Trusts Legacies Major donors Company Limited by Guarantee, Registered in ngland and Wales No , Charity registered in ngland and Wales No and in Scotland No. SC VAT No

2 Courses and conferences Grants Membership Hospice UK seeks to recruit a atabase Support Analyst to provide operational support, and assist with the data/application analysis required in future projects. The post holder will become the Hospice UK CRM expert/champion. Key tasks and responsibilities Provide day-to-day application and data support, becoming the Hospice UK CRM expert/champion Provide training and documentation for end-users Assist with business analysis work, using xcel and T-SQL Champion the eight principles of data protection Identify, investigate and escalate system issues Undertake User Acceptance Testing (UAT) for any changes and enhancements Hold regular end-user meetings to discuss support and training Use industry tools to analyse data/create reports using T-SQL Provide support to the Head of Business Systems and ICT in day-to-day provision and development of solutions Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job These outputs are not exhaustive and are subject to review and according to future changes/developments in the service.

3 Person Specification = essential = desirable xperience and knowledge Importance Criteria Assessment xperience of providing CRM training xperience of providing application and database support, including reports Strong knowledge of Microsoft Office, especially xcel pivot tables xperience of analysing data to investigate problems, and/or to facilitate system development Understanding the importance, and having knowledge of data protection principles Understanding the importance of business systems, and their use within organisations Familiarity with the work of Hospice UK Skills and abilities Importance Criteria Assessment To be self-motivated, with the ability to work alone, as a flexible member of a team and collaboratively across the organisation xcellent organisational and time-management skills with the ability to prioritise and juggle conflicting demands To have excellent interpersonal, verbal presentation and written communication skills. Ability to produce clear documentation and guides for end users. Ability to transfer technical knowledge to others to enhance greater understanding and service delivery

4 Good relationship building and internal customer service skills and the ability to effectively manage a range of varied and competing demands from those with a range of technical abilities Ability to understand and interpret requests for support and how they affect business operations and working practice. To manage supporting others with tact and diplomacy and have the empathy to be able to sensitively manage those who are not confident using databases. Ability to promote new ideas and working practices to users giving them confidence to use the CRM effectively To be committed to the principles of equal opportunities and diversity To have a clear understanding of and commitment to the aims and mission of Hospice UK An approach to mirror our values: supportive, professional, collaborative, creative and confident Inter view

5 Terms and Conditions of appointment Contract Salary Probation period Notice period Work Pattern Pension Life Assurance Simplyhealth Scheme Childcare vouchers Cycle to work scheme Season ticket loan Holiday Location Permanent c 30,000 per annum The probationary period is six months One month, following successful completion of probation Full time, 35 hours per week You will be auto enrolled into our pension scheme which is at 4%. Further contributions can be made to the scheme and Hospice UK will match contributions of up to 7% of your gross salary. Is provided upon start date at three times salary, subject to acceptance by our insurers A cash plan scheme, which provides payments towards everyday healthcare treatments for example dental, optical etc. up to a policy limit. All employees will be covered under level two of the scheme. We offer childcare vouchers Loaning of a cycle via a salary sacrifice scheme. An interest free loan is available 25 days per year, increasing to 30 days with service. The leave year runs from 1 January to 31 ecember. The post holder will be based at Hospice House, Britannia Street, London, WC1X 9JG.