Case Management / CRM /Systems Admin Team Leader

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About the role

HSE is at the start of its digital journey. In 2017 we chose Microsoft Dynamics 365 as our preferred technology platform to enable us to deliver case management functionality (CMS) and customer and stakeholder relationship management (CRM). Implementing the new system(s) will act as a catalyst for us to transform our current business model, interactions and processes. We want to create a digital-by-default experience for our customers through a range of flexible digitally enabled services and channels. Our customers are typically duty-holders (companies, businesses or an individual who has a duty under the law), industry bodies and members of the public.

We work to GDS standards. It’s key to us that we build services that work effectively for all groups of users. This means that we put user research and understanding user needs at the heart of the way we work, delivering projects iteratively using an agile methodology. All the external digital services we develop will go through GDS assessments, a quality assurance process to ensure that they are fit for purpose. In parallel through the HSE governance process we assure the quality of the operational service model that underpins the service, and the design and effectiveness of the staff user interface.

We put our first digital service - a licensing regime- live in January 2018; the Basic Safety Standards Directive,(Ionising Radiation Regulations), and have a series of projects underway relating to other licensing services, our customer contact channels and our website.

We are implementing a component driven business architecture with reusability at its core. Specifically we want to

Enable end-to-end management of workflow within HSE, automated wherever possible with customer authentication/validation as well as seamless handoffs to / from the third parties we regularly interact with (e.g. for contributions from local authorities or other agencies).

Provide intuitive user interface(s) which make us easy to work with

Have a 360-degree view of our customers.

Embed KPI tracking, business intelligence and management information to enable us to shape our processes and ways of working responsively.

Deliver a technical architecture solution that is flexible, geared to interface with other systems in a modular ‘plug and play’ way and that enable interoperability through open standards.

Adopt the latest technologies to support field based mobile working, providing our staff with the right tools to fulfil their regulatory responsibilities

Build a knowledge base which is easy to access and can support our staff, our duty holders and the general public.

Enable case specific collaboration between our divisions and teams, and with external parties.

Gather consistent and regularly updated information and insight into stakeholders to build and improve HSE engagement with a diverse range of stakeholders and direct engagement activity with key corporate stakeholders.

The CRM Case management team leader sits at the heart of this. Our first Dynamics service has been built with the help of a delivery partner and we are working with them to build up our inhouse skills. We want to be self-sufficient, and quickly build up our in-house skills to enable us to increase the breadth and volume of projects we can work on. The CRM / case management team leader will be focused on building sustainable ways of working, coaching and developing the team and quality assuring the design being implemented to ensure it realises the flexible and reusable vision we have. This role will be critical to embedding agile practices across HSE and ensuring we embed the GDS standards in our working practices.

About you

With extensive experience of configuring /customising CRM / case management

applications, preferably Microsoft Dynamics 365, you will have a detailed understanding of the principles that generate strong, reusable and scalable configuration design. You will have a track record of building and maintaining interfaces between MS Dynamics and other applications - whether through API or other. A problem-solve, you will be experienced in front-end (CSS, HTML skills and comfortable with JavaScript and bootstrap) or back-end development (C# is essential). Overall you’ll have a good awareness of the key components underpinning digital models and the interfaces - e.g. identification and verification, payment systems etc.

About HSE

Health and Safety Executive (HSE) is the independent regulator for work-related health and safety. We act in the public interest to reduce work-related illness, death and serious injury across Great Britain’s workplaces.

HSE is highly regarded both nationally and internationally. The benefits that our work brings to business, workers and the UK economy are clear. Improved health and safety risk management protects workers and translates into reduced sickness absence, lower healthcare and welfare costs, and better productivity.

To discover more and how you can help us to help Great Britain work well, and to apply, please click on the 'Apply' button.