Job Description

What you’ll be doing:

• To support the Support and Change manager deliver operational and customer excellence through effective change
• Help identify, using multiple sources such as BSC staff, best practice from other Samsung areas and external sources, key changes that can be made
• Support changes being put into change plans and support in implementation delivery
• Be pivotal in CRM understanding. This will be predominantly SalesForce but not exclusively. Understand how the CRM is used to support the team, customers and client in the day to day and support helping the development to keep evolving its functionality.
• Support the wider team to understanding all change required from Samsung and the multiple key stakeholders and help with formulating this into clear and simple plans and proposals for training delivery into the Capita team
• Organise and prioritise change. Always being mindful of ongoing change and planning change and implementation strategically based on knowledge retention and prioritisation
• Undertake tasks relating to CRM tidy up. Understanding the impact of everything within the CRM and identifying ways to keep it up to date and correct, again linked to customer experience

Required Knowledge, Skills, and Abilities

Qualified by experience Experience in CRM changes Clear self-starter mindset – being curious in your natural approach A passion for delivering excellent customer experience through change Excellent attention to detail The successful candidate would need to be able to understand the impact of change