CRM Product Owner

Origin – shaping communities; building lives

Origin exists to make change happen for the good of communities. We help people by providing affordable homes – but that’s not enough.  We support vulnerable residents to lead happy and better lives. We empower our staff to take action and rise to every challenge with ‘can do’ positivity.

Good people are the future of our innovative, working community. We have placed an exciting ‘People’ strategy at the heart of our culture – to support training and personal development, to deliver our values and to move Origin forward

The opportunity

We’re looking for an energetic and committed individual to work closely with and support the Head of Customer Experience in delivering a high quality and consistent customer services to our organisation. You are proactive and confident in helping to monitor and control risk and compliance throughout Origin and our subsidiaries. Your ability to be flexible will be appreciated as you’ll be called upon to provide cover for the executive support team from time to time.

This is a great opportunity for the successful candidate to take ownership of a variety of specific projects which support Origin Housing’s customer experience. This role calls for a high degree of initiative, judgement, accuracy, confidentiality and discretion. If you’re someone who thrives on challenges and likes to think outside the square to find solutions, and are able to plan and prioritise work, and adapt to change when necessary – this role is an ideal fit for you.

As someone who enjoys success and achieving their goals, we will help you develop a wide range of skills – we are a supportive team who values your professional development.

What you’ll do

This is a rewarding and exciting position – responsible for building relationships and trust both internally within your Origin team and externally with the community you serve.

At a glance you:

• Champion improved customer experience across the business and work across directorates to bring about a significant change in the services being provided, increasing staff accountability and commitment for customer resolution
• Be a natural leader in the development and embedding of the Microsoft Dynamics Customer Relationship Management (CRM) system within the business as well as the CRM product vision and ensuring key stakeholders understand, support and buy into Origin Housing’s vision
• Ensure Origin’s digital service design and development is driven by the business and customer experience
• Support the IT and Change teams with adoption to ensure any changes are embedded by ensuring users are available, attend, UAT testing and training on any new functionality
• Take the lead on ensuring new functionality is embedded within the business and working with managers to be accountable for how their teams are using the system.
• Remember the little things and go the extra, extra, extra mile by keeping up to date on regulatory changes and sharing them across Origin Housing

What you’ll need A motivational approach

This role requires a ‘special focus’ on delivering a positive customer experience, using CRM to enhance service delivery and lessons learned from complaints to deliver service improvements across Origin Housing

• 3+ years working with Microsoft Dynamics CRM and evidence of functional knowledge to be demonstrated at interview
• Experience of driving efficiencies and innovative customer experience improvements through the implementation of digital solutions.
• Experience of working in an environment using Agile & SCRUM methodologies.
• Good knowledge of UI, UX and customer portal best practices.
• You will have proven track record in delivering data driven solutions with a customer-first mindset

Relationship building skills

Work with all stakeholders to understand the business needs, prioritise and assist with making informed decisions with requirements and presenting recommendation to the project Board.

Proven ability

We operate at a high level; you’ll need to demonstrate a track record in delivering high
performance and outcomes.

A strategic brain

We move things forward and get things done; you’ll need experience of developing action
plans and delivering strategies.

Confident writing skills

You’ll need to be a confident communicator across all channels but, specifically, you’ll need experience of producing written reports for a variety of audiences.

Tell us your story

We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your experience meets the role above. To find out more about us simply visit www.originhousing.org.uk

Please note we will be asking for satisfactory references and DBS check. Successful applicants for interview will be contacted within seven days after the closing date.

Benefits for the right person

We reward our people for the work they do. We appreciate commitment, initiative and going the extra mile. At Origin, our comprehensive range of benefits care about the ‘whole’ person. As well as offering you great-to-have discounts, we look after your health and well-being too – personalising your benefits package to you. We offer:

• Access to a range of discounts on services, products and experiences. Not simply picked at random but personalised to you
• Tailor-made Healthcare plans and/or insurance plans – let us know your preference
• An Employee Assistance Programme that supports your well-being and is there to provide valuable help at all times
• A choice of rewards that you choose where to spend
• An Awards recognition scheme that champions individual achievement

See our new benefits portal where you can select the options that suit your lifestyle.

Download Job Specification

Closing date: 6 July 2022

Interview and assessment date: 13 & 14 July 2022