Digital Applications Technician Apprentice

The DST Apprentice plays a key role in supporting the effective use of digital technologies and data across TDM’s business functions. Working within the Customer Experience – Business Support team, the role focuses on supporting the wider TDM team, to improve productivity, enhance customer service, and enable data-driven decision-making.

Support the development, optimisation, and user engagement of Microsoft Dynamics 365 CRM.  

Key responsibilities include maintaining CRM data integrity, generating performance reports, supporting teams with dashboards and insights, and helping to implement digital tools and systems. The apprentice will collaborate with colleagues to translate complex data into actionable insights and support the organisation’s mission to help employers develop tech and digital talent across the West Midlands and beyond. 

This role also champions a culture of accountability and continuous improvement by promoting best practices in data use and digital transformation, aligned with TDM’s core values. 

Core Values (Right Person): 

• Do Well by Doing Good
• Gain Creativity by Being Driven
• Gain Control by Being Accountable
• Gain Impact by Being Productive
• Gain Trust by Being Considerate
• Gain Growth by Being Vulnerable

Core Responsibilities (Right Seat): 

• Provide technical and application support to internal stakeholders via email, phone, video conferencing, and helpdesk systems.
• Monitor and maintain data quality within the CRM, ensuring all records and information are accurate, complete, and up to date.
• Create and manage views, filters, and saved lists in the CRM to support sales and marketing operations.
• Use tools such as Hunter, LinkedIn, and Co-Pilot to source accurate contact information and create targeted marketing lists within the CRM to support campaign planning and execution.
• Research prospective employer contacts and organisations to enrich CRM data and support business development.
• Generate data reports from the CRM to support analysis of activities, pipelines, and live accounts.
• Support the analysis of simple and complex data to meet business reporting needs, using various techniques to validate results, identify faults, and implement remedies to ensure data integrity.
• Collate and format data to facilitate processing and presentation for review, in accordance with the organisation's policy and procedures and recognised industry good practice.
• Assist in training relevant TDM team members by delivering internal sessions on CRM functionalities, features, and best practices. Ensuring there are continuous revised guides and FAQs spaces in the staff vle for the team members to refer to.
• Document actions and maintain audit trails for issue resolution and system changes.
• Collaborate with the CRM provider, the Business Support team, and external stakeholders to research CRM capabilities, support system enhancements, troubleshoot issues, and implement new functionalities that improve efficiency and reduce manual processes.
• Explore automation opportunities between systems, aiming to reduce duplication and improve data accuracy.
• Manage and prioritise digital support tasks using ticketing systems, calendars, and project management tools.
• Support continuous improvement initiatives, including digital transformation and system enhancements.
• Maintain data security and confidentiality protocols while ensuring compliance with all TDM policies, procedures, and legal responsibilities, including safeguarding, ISO9001, Data Protection, Cyber Essentials, and confidentiality standards.
• Perform any other duties as directed by your line manager and/or a Director.  

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Patience

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)