Security Cleared/Developed Vetting

***SC Level Government Security Clearance is required for this role***

Job Definition:
• To manage the development and delivery of the Customer Relationship Management (CRM) tools
• Ensure the smooth evolution of the CRM tools to integrate 2 separate Customer Contact Centres
• Interface with external defence agency Networks Team to ensure the continued development, the careful integration and the ongoing assurance of the CRM systems

Primary Duties:
• Developing and managing the CRM Systems
• Ensure that the Customer and User Support Services continue to be delivered in accordance with the CISD
• Develop the CRM Systems to enable the achievement of service delivery goals
• Supervision of CRM Systems to ensure continued performance, reporting any deficits through the appropriate channels
• Subject Matter Expert on the CRM system, its functionality and how this relates to the CISD contract, with particular focus on the billing and reporting functions
• Liaise with appropriate leads to manage the development and delivery of the CRM and APM elements of the Management Segment
• Maintenance and documentation of the configuration of all the equipments used in Customer Contact Centres to support the CRM Function
• Liaise with MoD to certify that the CRM systems are developed in a way that can be easily integrated into the CRM systems and practices
• Provide documentation to support the training of Customer Contact Centre staff in the use of CRM Systems
• Managing the implementation of new CRM systems and products

Competencies:
• Honours degree or equivalent related experience
• 3-5 years experience of delivering comms services within military/defence environment
• CCA accredited qualifications or equivalent experience
• A good understanding of all relevant Customer Policy Documentation associated with satellite services
• A good understanding of procedures relating to service delivery
• Ability to assess and analyse complex data
• Ability to construct and present the analysis, conclusions and relevant recommendations

Please send a current copy of your CV saved in MS Word format to Sarah.Jones@Nicholas-Blake.com quoting reference number VP66