D365 Customer Service Functional Consultant

Location: London - Hybrid (2-3 days per week onsite)
Start: 19 October 2026
Duration: 3 months initially, with potential extension
Rate: Up to £250/day (Inside IR35 via Umbrella)

We're looking for a D365 Customer Service Functional Consultant to join a CRM & Telephony/Tech Transformation programme within an international insurance organisation.

The role will focus on the functional design and configuration of Microsoft Dynamics 365 Customer Service, working closely with business stakeholders, architects, developers, data and delivery teams.

Key areas:

• Dynamics 365 Customer Service

• Case Management and case life cycle

• Knowledge Management/Knowledge Base

• SLAs

• Queues and routing

• Customer Service Workspace

• Power Apps, Power Automate and Dataverse

• APIs and integration patterns

• Data migration and reporting

• Power BI

What you'll be doing:

• Gather and analyse business requirements

• Translate requirements into functional specifications

• Lead the functional design and configuration of D365 Customer Service

• Improve and redesign existing business processes

• Work with technical teams and developers on delivery

• Support functional testing and UAT

• Deliver user training and post-go-live support

• Maintain solution documentation and governance

We're looking for someone with:

• Proven experience as a D365 Customer Service/Dynamics 365 CE Functional Consultant

• Hands-on experience configuring Customer Service functionality

• Strong requirements gathering and stakeholder management skills

• Experience with Power Platform and Dataverse

• Good understanding of integrations, APIs, data migration and reporting

• Experience working in Agile and/or Waterfall environments

• Insurance or financial services experience is beneficial

• English at C1 level or above

Microsoft certifications in Dynamics 365 Customer Service or Power Platform Functional Consulting are desirable.