CE/CRM Support Consultant

An exciting role working within a variety of industries has opened up. A great opportunity for an experienced CRM/CE Consultant to continue developing their career within a well-rounded team.

Role Summary

To provide customer satisfaction through providing high quality consultancy support to customers on support contracts, including 1st and 2nd line helpdesk remote support and also onsite consultancy services, where required. To identify and promote potential commercial activities.

Responsibilities include but are not limited to:

Resolve customer issues that have been logged on the Support Help desk, within Support Service Level Agreements, by telephone, email, remotely or in person.

  • Perform root cause analysis and incident management to minimise future issues.
  • Drive customer success.
  • Effectively liaise with customers and third parties to ensure prompt resolution to issues.
  • Carry out assigned tasks to a high quality and comprehensive standard, achieving high Customer satisfaction in accordance with the entered contractual agreements and the scope of the Project, escalating cases as required and with a focus on quality.
  • Understand and apply Columbus’ formalised methods and procedures for Support, and where applicable project implementation, contributing actively to the on-going development and implementation of these to improve the customers’ experience and to further business objectives.
  • To provide and receive internal coaching in order to maintain technical knowledge i.e. responsibility for self-development.
  • Manage your day-to-day workload effectively through planning, coordinating and controlling your daily tasks, including observance of the entered agreements.
  • Update the relevant helpdesk and internal software systems accurately ensuring that all support issues are up to date to enable effective conclusion by any member of the team.
  • Work within the parameters set out in Customer Contracts, Service Level Agreements and the Customer Operations Procedures.
  • Provide informal/formal training to Customers with both standard system and special customizations, where necessary.
  • Ensure TMS accurately reflects your working day and correlates with activities recorded on the helpdesk.
  • Contribute actively to the development of the Customer Operations site on the Columbus Portal pages.
  • Keep your Line Manager and relevant Project Manager informed, on an on-going basis, of relevant issues of own activities and other affairs that may be relevant.
  • Gain and retain high customer satisfaction by displaying competent and commercially astute business behaviour when carrying out the assigned tasks concurrent with the entered agreements.  Scores will be monitored by the Global Net Promotor Score.

Develop yourself and Columbus

  • Keep up to date with changes/developments in Customer Engagement and industry best practices, through self-learning, training and research.
  • Keep up to date with the development of the Columbus 9 Doors offerings and how they could benefit our customers.
  • Using experience, provide feedback and recommendations to improve current processes/implementation methodology.
  • Provide support to your peers, your project team and the wider Columbus team for your specific areas of expertise.
  • Contribute to the continuous development of your team, the company and the group organisation through knowledge sharing.

Columbus Values

  • Ensure that the Columbus values (Brains, Heart and Guts), which are the basis for our success, are maintained and developed further.
  • Display great team spirit and loyalty towards your colleagues whilst encouraging and maintaining a high level of performance.
  • Actively demonstrate your commitment to the Columbus Employee Value Proposition – HEART – and keep it at the core of everything you do.


  • Sound general level of education or equivalent industry experience
  • Relevant degree level is desirable
  • Certification in Microsoft (MS) MB200, MB210, MB220, MB230, MB240 or equivalent

Industry and Software Experience

  • Extensive Support experience in a MS D365 CE/CRM Customer or Re-seller environment would be preferred
  • Commercial knowledge and awareness of business economics
  • Training design and delivery experience
  • Knowledge of MS D365 stack
  • Experience of C#, .NET and Javascript is desirable
  • Experience of the CE apps - sales, marketing, customer service and field service is preferable
  • Knowledge of other ERP, BI, CRM products is desirable
  • Excellent knowledge of Microsoft Office (advanced user level)

 Key skills & Requirements

  • Ability to provide excellent levels of customer service in all aspects
  • Ability to build strong Customer relationships, empathising in order to gain Customer satisfaction and trust
  • Analytical mind set to diagnose problems, find solutions & possible work arounds
  • Ability to remain calm and composed, maintaining an understanding and diplomatic approach, even when dealing with stressed or unhappy customers
  • Knowledge of ITIL is desirable
  • Ability to prioritise workload and communicate appropriately with team manager with any issues
  • Ability to work effectively under pressure
  • Displays competent and professional business behaviour and appearance
  • Fluent verbal and written communication skills in English
  • Strong interpersonal skills
  • Dynamic, proactive and engaging style
  • Attention to detail and accuracy
  • Ability to work unsupervised and self-motivated to meet deadlines
  • Strong team player
  • Experience of coaching and/or mentoring colleagues would be desirable

Other Requirements

  • Flexibility to travel to customer site and be away from home
  • Full and clean Driving Licence
  • Flexibility to work overtime\weekends, if required

Or, know someone who would be a perfect fit? Let them know!


CB25 9PD
CB25 9PD Cambridge Directions +44 (0)1159 902200 View page

Perks & Benefits

There is more than one good reason to join Columbus!

Aside from being a globally recognised Microsoft partner, that develops and invests in their employees, we offer a number of benefits including; 

  • 25 days Holiday (plus Bank Holidays) increasing with service

    Whether it's feeling the sand between your toes or skiing off piste, everyone deserves a break. So at Columbus we make sure you have the time to do what's important to you.

  • Healthcare Cashback Plan

    We understand that you are at your best when you feel your best - That's why we enrol every employee into our healthcare cashback plan.
    Healthy body - Healthy soul!

  • Columbus Heart

    Columbus Heart is our Benefits Hub, which not only provides information on all our benefits, it also hosts a retail discount portal that offers every Columbus employee preferential discounts at everyday high street stores and on top brands. You can save on everything from your weekly shop right the way up to a new TV or your monthly gym subscription.

  • Cycle to Work

    To promote healthier journeys to work and to reduce environmental pollution Columbus has a Cycle to Work Scheme to help you get a new set of wheels.

  • Life Assurance

    We value our people and their extended families, which is why we offer this life cover to all of our team members - we hope this is a benefit we never have to use but it gives peace of mind to our team.

Workplace & Culture

At Columbus, we are proud of our employees, their technical and industry expertise and their ability to develop, adapt and implement business solutions that help our customers maximise their efficiency and overall business performance.

We understand that there is life outside of work and try our hardest to enable a good work/life balance within the team.

In recognition of the commitment and loyalty within the team, we ensure that we celebrate successes together and offer social activities both to employees and their families at different times throughout the year.

We also have an extensive competency framework to support career development at Columbus and we invest heavily in performance management and training & development initiatives at all levels of the business.


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