Role: Dynamics 365 Functional Consultant - Customer Service
Location: Newcastle, UK (Hybrid)
Contract Type: 6-month Contract
Rate: £510-£550/day (Inside IR35)

About the Role:
We are seeking a skilled Dynamics 365 Functional Consultant to join a leading UK-based organisation on a 6-month contract. You will work closely with business stakeholders to understand customer service operations, translate requirements into functional Dynamics 365 solutions, and build proof-of-concepts to validate designs.

Key Responsibilities:

* Lead discovery workshops and translate business needs into functional designs

* Analyse CRM processes, identify pain points, and recommend improvements

* Configure Dynamics 365 Customer Service, including case management, SLAs, queues, and routing

* Build functional Proof of Concepts and demos to validate solutions

* Collaborate with solution architects and developers to ensure aligned delivery

* Configure Power Platform components, including Power Apps and Power Automate

* Support UAT, defect triage, and end-user enablement

* Produce functional documentation and act as a trusted advisor to stakeholders

Essential Skills & Experience:

* Hands-on experience with Dynamics 365 Customer Service

* Configuring case lifecycle, SLAs, queues, knowledge management, and reporting

* Experience building functional demos and POCs

* Solid understanding of customer service processes and contact centre operations

* Hands-on experience with Power Apps and Power Automate

* Strong communication and customer-facing skills

Desirable Skills:

* Exposure to Omnichannel for Customer Service or digital engagement channels

* Experience in enterprise or public sector implementations

Diversity & Inclusion:
This client is committed to accessibility, diversity, and inclusion. Applicants with disabilities or long-term conditions are encouraged to apply. Adjustments to the recruitment process are available upon request