Customer Systems Specialist

Customer Systems Specialist
Permanent
Full time (34.5 hours), we are open to a conversation about how you work these hours
Location - Hybrid in either our London, Shipley or Glasgow office
Salary Range £35200 - £39200

About us
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

About the role

The Supporter Care department are looking for a Customer Systems Specialist to join the team. In this crucial role, you will identify opportunities to enhance customer systems to deliver an

improved experience for our customers and internal users, and to deliver better value and sustainable technology estate for Macmillan.

As the subject matter expert for the department, you will work closely with users to support their everyday use of in scope customer systems, which include our Contact Centre and Workforce Management platforms, and to develop training, guidance and regular communications to users.

Your core responsibilities will include:

· Working closely with external system suppliers and managing their output to ensure the most urgent enhancements are prioritised.

· Managing smaller configuration changes on our customer systems, ensuring all changes are documented and end to end impact of changes are identified.

· Understanding problems and pain points, to help gather evidence to inform prioritisation of potential solutions, and to prototype, test and then roll-out solutions with users across the division.

· Working collaboratively with stakeholders across teams, forming strong working relationships with operational stakeholders, including Product Owners, Technology Service Desk and Supporter Care Agents.

About you

The successful candidate will demonstrate the following skills and experience:

· Demonstratable experience in understanding, prioritisation and delivery of system enhancements, upgrades or replacements for the business users.

· Expert collaboration, negotiation and influencing skills to help colleagues to resolve problems, balancing meeting user needs with the need to develop and build technology in a sustainable manner that delivers value for Macmillan.

· Experience of being an expert user or superuser on a complex business system, such as a Contact Centre platform

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days 
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment Process
Application deadline: 23:59 on April 30th 2025
First interview dates: W/C 5th May

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments. 

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.