My client believes in delivering exceptional customer service, and that starts with the right tools—and the right people to manage them. They're on a mission to deliver seamless, personalised support to their customers, and Salesforce Service Cloud is at the heart of that mission.
They're looking for a Senior Salesforce Service Cloud Administrator to own, optimise, and innovate their CRM environment, ensuring it runs smoothly today while preparing it for tomorrow.
As the Senior Administrator, you will work closely with team leaders and management throughout the business to identify key areas of improvement within Salesforce Service Cloud, allowing customer service agents to save time and deliver a quicker and more precise service to thousands of customers.
Key Responsibilities:
- Serve as the go-to expert for Salesforce Service Cloud, overseeing configuration, customisation, and ongoing enhancements.
- Partner with stakeholders to translate business needs into scalable Service Cloud solutions.
- Manage system administration functions: user setup, profiles, roles, permissions, page layouts, record types, queues, and assignment rules.
- Maintain data integrity through regular audits, duplicate management, and data cleansing.
- Create and optimise reports, dashboards, and workflows to support business decision-making.
- Lead Service Cloud releases, testing, and change management processes.
- Collaborate with IT, developers, and cross-functional teams to integrate Service Cloud with other platforms.
- Provide training and best practices to end-users, championing adoption and efficiency.
Experience and Qualifications:
- Proven track record of managing complex Service Cloud environments at scale.
- Strong understanding of case management, omni-channel routing, knowledge base, macros, and service analytics.
- Experience with automation tools like Flow, Process Builder.
- Excellent communication skills with the ability to work with both technical and non-technical stakeholders.
- A problem-solver mindset with meticulous attention to detail.
- Salesforce Certified Administrator.
Benefits:
- Work in a supportive, collaborative environment where your ideas shape how we serve customers.
- Opportunities for continuous learning and Salesforce certification support.
- Competitive salary + bonus + benefits.
- Flexible working arrangements.
