CRM Support Officer

Job title: CRM Support Officer

Role profile: CRM Support Officer Role Profile

Salary: £30,000 per annum

Hours:

Full-time, 37 hours per week

Closing date:25 September 2026

Permanent or Fixed Term:

Permanent

Yorkshire is one of the regions hardest hit by cancer. Together, we can change this.

Yorkshire Cancer Research is a charity dedicated to funding research so that you and those you love live longer healthier lives, free of cancer.

Thanks to supporters, the charity funds vital cancer research and pioneers innovative new services for people with cancer. These life-giving medical breakthroughs are helping more people survive cancer – in Yorkshire, and beyond.

As an inclusive employer, our aim is to ensure our workforce reflects the rich diversity of our region. We believe a diverse workforce is vital to us taking action to prevent, diagnose and treat cancer more effectively in Yorkshire. We offer equal opportunities regardless of race, religion or belief, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, marriage and civil partnerships.

We’ve got a strong set of values that inform everything we do, and we’re looking for people who are aligned with these. As a CRM Support Officer
, you will put people in Yorkshire at the heart of everything you do, unite with colleagues and other organisations in this cause, and dare to think big and bold to make positive solutions happen.

To find out more about our values and how important they are to us, please read the role profile linked above.

We offer a wide and generous range of benefits designed to support our employees through every stage of life. To read about these, please see the benefits section of our Careers Page.

As a CRM Support Officer, you will be responsible for providing first-line support for the charity's CRM system, ensuring users receive timely, effective assistance and guidance. Acting as a key point of contact for CRM users, the postholder will troubleshoot routine issues, manage support requests, maintain support documentation and promote best practice use of the CRM across the charity.

Working closely with the CRM Product Owner, Digital and Data teams, and business Subject Matter Experts (SMEs), the role will support user adoption, continuous improvement and the successful delivery of CRM enhancements and system updates. The role holder will also be responsible for internal communications and website maintenance.

• Act as the first point of contact for CRM-related queries, incidents and service requests.

• Troubleshoot and resolve routine CRM issues in a timely manner.

• Escalate complex or technical issues to the CRM Product Owner or appropriate technical specialist or third party.

• Monitor support requests and keep users informed of progress and resolution.

• Ensure all incidents, requests and support activities are accurately recorded within the service desk system.

• Support the implementation and rollout of CRM enhancements, new functionality and system updates.

• Provide guidance and assistance to users on CRM processes and functionality.

• Promote effective and consistent use of the CRM across the charity.

• Signpost users to appropriate guidance, training materials and self-service resources.

• Support the onboarding of new CRM users, providing training where required.

• Create, maintain and improve CRM knowledge articles, user guides and frequently asked questions.

• Produce training and other material in different formats to support the circumstances.

• Analyse support trends and common issues to identify opportunities for improvement.

• Support the development and refinement of CRM support processes and procedures.

• To be educated to A-Level standard or equivalent…