Customer Relationship Management (CRM) Lead

The Digital, Data and Technology (DDAT) directorate has recently been established in UKEF, drawing together the expertise in digital currently within the organisation to provide representation of digital services, user centred design, analytics and technology at the highest levels. The areas with the directorate work closely with all areas of the business such as the Business Group, Operations and Strategy and Policy., UKEF is committed to be a more customer-centric organisation, making it easier for customers to deal with us, offering improved response times, quicker decision-making and improved case-processing. To enable this, UKEF is committed to using digital as a primary means for managing relationships with a wider range of stakeholders. Focusing on developing end-to-end services that meet user need and enable business outcomes, this is an exciting new role showing the growth and drive of UKEFs digital ambition.
This role requires you to manage and maintain Salesforce environments, configure and customise Salesforce, manage and mentor a team of Salesforce advocates and develop technical documentation for Salesforce solutions.
+ Be a visible leader and role model in your area, championing diversity and inclusion in how we work.
+ Build and maintain a diverse, inclusive culture across the engineering department, growing awareness, inclusivity, and balance.
+ Responsible for staying up-to-date with industry trends related to Salesforce, ensuring that the organisation is using the latest tools and technologies.
+ Manage and maintain Salesforce development environments, including sandboxes and production instances.
+ Responsible for configuring and customising Salesforce to meet the specific needs of the organisation, including designing workflows, creating reports and dashboards, and integrating with other systems.
+ Responsible for assessing business requirements and recommending solutions that align with the organisation's goals.
+ Responsible for building and maintaining relationships with stakeholders, including executives, business leaders, and end-users.
+ Perform an Administration function on UKEF’s Salesforce implementation.
+ Responsible for ensuring compliance with Salesforce security and data protection policies.
+ Mentor and manage a team of Salesforce administrators, providing guidance on best practices.
+ Contribute to the development and execution of the organisation's strategy and roadmap.
+ Participating in project planning and estimating efforts.
+ Developing and maintaining technical documentation for Salesforce solutions.
This list is not exhaustive, and you may be required to carry out additional duties according to business needs., The following skills will be tested throughout the Application, Presentation and Interview stages. Information about the skill levels can be found via the following link: Skills A to Z. These skills are part of the Government Digital and Data Profession Capability Framework. Candidates are advised to review this information prior to submitting their application.
+ Communicating between the technical and non-technical:
+ You can listen to the needs of technical and business stakeholders and interpret them.
+ You can effectively manage stakeholder expectations.
+ You can manage active and reactive communication.
+ You can support or host difficult discussions within the team or with diverse senior stakeholders.
(Skill level: practitioner) [A, I]
+ User focus:
+ You can collaborate with user researchers and can represent users internally.
+ You can explain the difference between user needs and the desires of the user.
+ You can champion user research to focus on all users.
+ You can prioritise and define approaches to understand the user story, guiding others in doing so.
+ You can offer recommendations on the best tools and methods to use.
(Skill level: practitioner) [A, I]
+ Modern standards approach:
+ You can keep abreast of best practice in industry.
+ You can apply a modern standards approach and guide others to do so.
(Skill level: expert) [A, I]
+ Metadata management:
+ You can understand a range of tools for storing and working with metadata.
+ You can provide oversight and advice to more inexperienced members of the team.
(Skill level: practitioner) [A, I]
+ Problem resolution:
+ You can ensure that the most appropriate actions are taken to resolve problems as they occur.
+ You can co-ordinate teams to resolve problems and to implement solutions and preventative measures.
(Skill level: practitioner) [A, I]
+ Technical understanding:
+ You can show a thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape.
(Skill level: practitioner) [A, I], We'll assess you against these behaviours during the selection process:
+ Managing a Quality Service
+ Leadership
+ Communicating and Influencing
+ Working Together

Technical skills
We'll assess you against these technical skills during the selection process:
+ How would you promote the adoption and integration of Salesforce into business processes and what benefits would you expect this to deliver?
+ Describe your approach to leading and developing a team of Salesforce administrators and developers. How do you ensure continuous learning and improvement within your team?
+ Presentation
We only ask for evidence of these technical skills on your application form:
+ How would you promote the adoption and integration of Salesforce into business processes and what benefits would you expect this to deliver?
+ Describe your approach to leading and developing a team of Salesforce administrators and developers. How do you ensure continuous learning and improvement within your team?, All applications will be sifted against our essential criteria outlined in the personal specification.
+ Statement of suitability - you should fully articulate in 1000 words how you meet the essential criteria outlined in the person specification within the Information Pack.
+ Technical questions - see below.
For the initial sift your application will be evaluated against:
1. Experience - Application and Statement of Suitability
2. Technical - addressing the following 2 questions:
+ How would you promote the adoption and integration of Salesforce into business processes and what benefits would you expect this to deliver?
+ Describe your approach to leading and developing a team of Salesforce administrators and developers. How do you ensure continuous learning and improvement within your team?
If you are successful following the sift stage, you will be invited to an initial interview; this will include the following assessment:
1. Behaviours and Experience - a formal panel interview where you will be interviewed across all four behaviours highlighted.
2. Technical - Presentation
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

+ 5 GCSE passes (including Maths and English) at Grade 4 (C) or above; or equivalent or relevant demonstrable experience. [A]
+ Evidence of continuing professional development. [A], + Strong knowledge of Salesforce platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity. [A, I]
+ Strong knowledge of Salesforce best practices and functionality. [A, I, P], + Experience in the following disciplines [A, I]:
+ Experience using Salesforce, including Apex and Salesforce Lighting.
+ User experience design principles and their application to Salesforce development projects.
+ Salesforce APIs, such as REST, SOAP, and Bulk APIs, and their uses.
+ Agile methodologies, including Scrum or Kanban.
+ Estimation Techniques., + Relevant Salesforce related qualification, including Marketing Cloud, Service Cloud or Community Cloud. [A], + Experience of working in the financial services sector. [A]

Alongside your salary of £54,601, UK Export Finance contributes £15,817 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
+ A Civil Service pension with an employer contribution of 28.97%