CRM Support Executive

At AQA, we are committed to advancing education and supporting our people. We are the largest provider of academic qualifications in the UK and help over 10 million students and teachers each year. We are looking for a CRM Support Executive to join our Technology & Digital Solutions team in Manchester.

Permanent role based in Manchester. Salary range: £38,100 – £38,600. Hybrid working – minimum 2 days per week. 35‑hour working week.

• Provide first‑line support for Microsoft Dynamics 365, Power Platform and related business applications.
• Investigate issues, troubleshoot problems and work with specialist teams to deliver solutions.
• Build strong relationships with colleagues across the organisation and deliver an excellent customer experience.
• Deliver training sessions, presentations and guidance to help users confidently use the systems.
• Support testing, implementation and continuous improvement of systems, processes and automations.
• Provide front‑line technical and non‑technical support for Dynamics 365 (Customer Service and Sales functionality), Power Platform and ACD telephony systems (currently Puzzel), including ownership of issues and escalation to external suppliers.
• Support end users with general support requests and enforce data quality and integrity within the system.
• Proactively engage with end‑user groups to understand business needs and identify improvement opportunities.
• Enable a self‑service model where appropriate and facilitate peer support.
• Deliver process improvements through basic configuration of Dynamics 365 and ACD systems in line with business needs.
• Assist Functional Consultants and Senior Functional Consultants with project delivery, including creating Power Automate flows and other system automations.
• Develop and deliver training for end users and support staff as required.
• Prioritise, troubleshoot and resolve service requests and tickets to meet customer needs and KPIs.
• Manage security roles and profiles to control end‑user access.
• Monitor communication activities to minimise the risk of blacklisting and take mitigating action as needed.
• Conduct acceptance testing during upgrades and change rollouts.
• Maintain knowledge of Power Platform features to provide effective support and guidance.

• Knowledge of Microsoft Dynamics 365 and ideally Power Platform.
• Strong support and problem‑solving skills.
• Experience delivering excellent customer service in a customer‑facing environment.
• Confidence building relationships with stakeholders and delivering presentations or training to groups.
• Proactive approach to learning new technologies and improving ways of working.
• Experience administering an IT system, including Dynamics 365 / Power Platform, user management, customisation and configuration.
• IT literate with a good understanding of data management, data structures and reporting systems/tools.
• Able to work to tight deadlines and manage competing priorities.
• Experience working with stakeholders and introducing changes to systems or processes.
• Experience with Dynamics 365 Power Platform and business automation tools, or a strong desire to acquire that knowledge.
• Continuous improvement mindset, proactively reviewing and enhancing systems and processes.
• Availability for occasional evening and weekend work to meet business needs.

• An excellent pension scheme with Employee and Employer contributions totalling up to 18.5%.
• Hybrid and flexible working arrangements – minimum 2 days per week on site.
• 35‑hour working week.
• 25 days annual leave plus additional closure days in December.
• Private healthcare support, wellbeing programmes, Headspace subscription and volunteering days.
• Clear pathway into Functional Consultancy and other specialist technology careers, including Product Ownership, Service Management and Data & Governance.

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone, regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background, is valued, respected and empowered to thrive. We actively promote inclusive language, avoid stereotypes and strive for representation across all dimensions of diversity.

We welcome applications from individuals of all backgrounds and lived experiences and provide reasonable adjustments for candidates who need them.

We operate a smart working model. Colleagues can work from two days a week in one of our offices across England.