About the job.
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We currently have an exciting position for CRM Business Support to join our team. Within this role, you will be responsible for managing the upkeep and operation of the High Connect system, as well as managing licence requests and access to the system for stakeholders. You will also be responding to data requests from the business and reporting on customer insights, keeping users aware of any system updates or functionality changes and continuously looking at improvements on the system to maximise functionality and support customer initiatives.
Undertake day to day assignment/withdrawal of licences to new starters, job changers and leavers ensuring the correct licence type is assigned and accurate list of licence holders is maintained at all time. This includes proactive monitoring of assigned licences to identify non-active users thereby maximising existing licence volumes; ensuring justifiable need for additional licence volumes and ensuring compliant use of the system.
Respond to report requests from the business, using High Connect and PowerBi as necessary to generate reports and dashboards to agreed SLAs. This includes gathering and analysing data from the High Connect system to support wider decision-making and corporate initiatives for example capture of customer wellbeing needs to support road users.
Effectively monitor and coordinate responses to requests received into the dedicated High Connect inbox, ensuring queries are actioned appropriately and to agreed timescales.
Manage communications to end users and stakeholders of any functionality changes and other system requirements. This includes advising of any forthcoming system upgrades; any revised processes or practices as result of system developments and any updated guidance documentation
Collate and monitor user query activity feeding into agreed change control processes. Ensuring any agreed content changes are reflected in any training or associated guidance documents.
About you.
Competent user of Microsoft Office including Excel, Power BI (ideally with experience of pivot tables and charts) and CRM experience would be an advantage
Strong communication skills and stakeholder management
Working to tight deadlines and effectively managing workload
Experience of supporting and enabling business change initiatives
Experience of undertaking system admin duties would be advantageous
About us.
Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.
Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.
We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.
External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.
We are committed to creating a diverse environment and welcome applicants from all backgrounds.
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