Salesforce Administrator

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved. Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retail sales to individuals and corporates.

Reporting to the Salesforce Product Manager, the Salesforce Administrator will lead the ongoing development of our salesforce.com deployment. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy new business processes. The Salesforce Administrator will be responsible for the execution on the day-to-day configuration, support, maintenance, and improvement of our CRM platform.

Your main responsibilities will be:

• Provide maintenance and complete operational requests to support day to day operations.
• Triage and work bug support tickets.
• Support change management by providing solutions or guiding colleagues through the possibilities of Service Cloud.
• Create clear documentation (such as HLDs and LLDs) to support change management.
• Act as an SME for our Salesforce Service Cloud Org.
• Identify and highlight key areas of improvement.
• Estimate work effort required for proposed changes.

As a minimum, you will need to have:

• Understanding of automation tools (such as Flow and Approval Processes).
• A deep knowledge of Salesforce Service Cloud.
• Understands intelligent automation technologies such as Salesforce Einstein, Prompt Builder and AI in the context of Customer Contact Centres.
• APEX, Visualforce and lightning component experience would be advantageous.
• Ability to build and maintain good Client relationships.
• Strong decision making and judgement, influencing, and presentation skills.
• Salesforce Admin Certified as a minimum.
• Salesforce Certified Service Cloud Consultant would be beneficial.
• Any knowledge of Rail Industries would be advantageous.

About the location: Sheffield city centre at our modern offices. Ten minutes' walk from Sheffield Station. Agile and Hybrid working is an option that can be discussed. Travel to other UK locations as appropriate.

Working pattern: 37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception.

The Reward:

• Travel Offers for Bus and Rail.
• Payroll Giving – donate directly from your pay to a Charity of your Choice.
• Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more.
• All employee Share Schemes.
• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider after 6 months of employment.

We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.