AQA
CRM Support Executive
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At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
CRM Support Executive
Permanent
Manchester: £38,100 - £38,600
Hybrid working – min 2 days per week
Love technology, solving problems and helping people?
If you're someone who enjoys understanding how systems work, learning new technology and helping others get the best from it, this could be the perfect opportunity for you.
We're looking for a CRM Support Executive to join our Technology & Digital Solutions team, supporting Microsoft Dynamics 365, Power Platform and related applications used across the organisation. This is a fantastic opportunity for someone with Dynamics 365 knowledge, strong customer service skills and a passion for technology to develop their technical career.
What will I be doing?
As our CRM Support Executive, you'll:
- 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, delivering an excellent customer experience.
- Deliver training sessions, presentations and guidance to help users confidently get the most from our systems.
- Support testing, implementation and continuous improvement of systems, processes and automations.
What's in it for me?
This is more than a support role—it's a pathway into a long-term technology career.
You'll use and develop your Dynamics 365 expertise while expanding your knowledge of Power Platform, Power Automate and emerging technologies in a supportive team environment.
You'll work with systems used across almost every area of the organisation, supporting over 1,000 users and collaborating with a diverse range of teams and stakeholders.
This role offers a clear pathway into Functional Consultancy and other specialist technology careers, including Product Ownership, Service Management and Data & Governance.
From day one, you'll also benefit from:
- An excellent pension scheme with employee and employer contributions jointly totalling up to 18.5%.
- Hybrid and flexible working arrangements.
- A 35-hour working week.
- 25 days annual leave plus additional closure days in December.
- Private healthcare support, wellbeing programmes, Headspace subscription and volunteering days.
What do I need to be successful?
We're looking for someone who is customer-focused, technically minded and motivated to learn. You'll bring:
- 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.
- A proactive approach to learning new technologies and improving ways of working.
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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.
Apply Now
If you enjoy technology, love helping people and are excited by the opportunity to develop your career in Technology & Digital Solutions, we'd love to hear from you.
Upload your most recent CV and a cover letter showing how your skills and experience match what we're looking for.
Application deadline: Thursday 30th July 2026
Interview process:
- Stage 1: Microsoft Teams interview
- Stage 2: Face-to-face interview at our Manchester office
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Full Job Description
Summary
Purpose: To provide high quality frontline technical and non-technical support for Dynamics CRM and Power Platform Applications to end users.
Apply understanding of the Automatic Call Distribution (ACD) telephony system to support effective utilisation and improvement of the system and related processes in line with customer needs
To support the continuous improvement of business processes and customer experience through enhanced usage of the CRM systems. Proactively identify and manage system, data and process risks.
Landscape: Support Executives report to a Senior Functional Consultant within the Enterprise Technology business area. The role is a key interface with users of the power platform and the 1st line for resolving all technical issues related to Dynamics 365/ Power platform and the ACD telephony system.
Activities:
- Provide frontline technical and non-technical support for the Dynamics 365 (including Customer Service and Sales functionality), Power Platform and ACD telephony systems (currently Puzzel), including ownership of issues and escalation to external suppliers where relevant.
- Support end users with requests for general support
- Support and enforce the maintenance of data quality and integrity within the system..
- Proactively engage with end user groups to gain increased understanding of business needs and improvement opportunities. Enable a self-service model where appropriate and facilitate the ability of users to support each other.
- Deliver process improvements on the Dynamics 365 and ACD systems through basic configuration of the systems in line with business needs.
- Support Functional Consultant and Senior Functional Consultants with project delivery, including the creation of Power Automate Flows and other system automations,
- Develop and deliver training to end users and other support staff as required.
- Effectively prioritise, troubleshoot and deliver resolutions for service requests and tickets (customer issues/ queries) in a way that ensures customer needs and relevant KPIs are met.
- Manage security roles and profiles to ensure control of end user access.
- Monitor communication activities in relation to the risk of blacklisting. Support users to minimise the risk by following agreed processes and take mitigating action as and when required.
- Conduct acceptance testing as part of upgrade and change rollout activity.
- Develop and maintain knowledge and understanding of power platform features to provide effective support and guidance to end users.
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To be successful in this role, you will need to know:
The Dynamics team within Enterprise Application provide support to users of the Dynamics CRM systems. At varying times of the year, our support may need to extend to include evening and weekend working to meet business need and deliver continuity of service. The post-holder is required to be flexible in line with business need.
You will be customer service oriented and able to effectively prioritise support requests to provide a good service to our customers
You will have a problem solving mind set and be willing to take ownership of system and support issues.
Highly IT literate with a good understanding of data management, data structures and reporting systems / tools
Able to work to tight deadlines and deal with competing priorities
Experience of working with stakeholders and introducing changes to systems or processes
Experience of administering an IT system (Ideally Dynamics 365 / Power platform), including user management, and customisation and configuration.
You will have existing knowledge of Dynamics 365 Power platform and business automation tools or be keen to acquire that knowledge
Have a Continuous Improvement mindset, to proactively review and improve systems and processes
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