CRM & Resource Administrator

Posted 5 April by Iceland

Department: Contact Centre

Reports to: Forecast & Planning Manager

Band: B

Location: Deeside

Key Relationships: Contact Centre Advisors, Contact Centre Team Managers, Contact Centre Manager, Senior Contact Centre Advisors, Learning & Development Manager, Training & Communications Administrator, Real-Time Analyst

Overall Purpose: The primary role of the CRM & Resource Administrator is to support the Resource Planning Manager in delivering operational resource planning and forecasting across the department, for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand, meeting service standards and excellent service. To also act as a first point of contact to provide ad-hoc reports for the department and other areas of the business when required.


"What I do in my job"


  • Work closely with the operation to ensure that all headcount is accurate and that all relevant shift information is up-to-date
  • To support in the production of reports and maintain spreadsheets/databases etc. Ensure that all resource plans are tracked and amendments are made as a result of changes
  • To support in ensuring all relevant resource plans are maintained and updated with real time actual information. Compare forecast requirements and flag any gaps
  • Support in the designing and maintaining of complex spreadsheet and database models for effective resourcing planning and analysis


  • To ensure efficient communication of accurate rotas throughout the department and deal with rota queries in a prompt and professional manner
  • To support with the effective management of holiday entitlement in line with business restrictions
  • To support with monitoring overall headcount and raise concerns regarding shortages/surplus
  • To support with the relationship with the supplier of the workforce management tool and participating in User Groups to identify and implement new ideas/best practice


  • Continuously look for ways to improve our processes and procedures to benefit the team and stakeholders
  • To support in managing and administering the CRM system ensuring the data is accurate and operates efficiently
  • To assist the Resource & Planning Manager in reviewing the CRM system both for performance and insight, with a view to improving efficiencies and data accuracy
  • To support in the maintaining of work force management tool. Creating and distributing regular management information as and when required


  • Takes ownership for personal development areas in order to achieve objectives, using the support of line manager if required
  • To provide daily support to Forecast & Planning Manager and Real-Time Analyst with queries, reports or issues as requested
  • To support in the awareness of resource and seasonal changes, making appropriate resource plans for expected changes in workloads, reporting on expected results


"How I do my job"


  • I do what the business asks of me and let others know what they need to do
  • I respond to what customers say or ask of me with pace and urgency


  • I help the team by providing support, guidance and communicating with them on a day to day basis
  • I support by developing the technical skills of the team in order to deliver on objectives
  • I communicate well with people inside and outside of my own team


  • I make the most of every opportunity to grow and develop in role
  • I seek ways to make a positive impact
  • I consider the team as well as myself to drive efficiency and effectiveness


  • I see the success of the team as equal to the success of Iceland
  • I help others to understand why changes are made and support them through the process


"How I am in my job"

  • I demonstrate pride in the Iceland brand through my actions
  • I focus on what needs to be done to give great service and quality to the customer
  • I openly and actively challenge myself and others to make things simpler and better
  • I am positive even when things get tough
  • I act with pace and urgency in all I do

Specialised Skills & Knowledge

  • Accuracy and an exceptional attention to detail
  • Excellent verbal and written communication skills
  • IT literate - advanced excel knowledge required

Required skills

  • Contact Centre
  • CRM
  • Reporting
  • Scheduling

Reference: 34831793

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