Salesforce Administrator

About the Company

First Customer Contact is part of FirstGroup, the UK’s leading rail operator and the second largest bus operator outside London. Operating across the UK and Ireland, FirstGroup employs over 30,000 people delivering travel services that simplify journeys and daily life. The company is committed to lowering its environmental impact by adopting cleaner and more sustainable transport methods.

About the Role

Reporting to the Salesforce Product Manager, the Salesforce Administrator will lead ongoing enhancements and management of the Salesforce platform. This role involves collaborating with functional leaders and subject matter experts to identify, develop, and implement new business processes. The administrator will oversee daily configuration, support, maintenance, and upgrades of the CRM system.

Key Responsibilities

• Maintain and fulfill operational requests supporting daily activities.
• Manage bug support tickets and troubleshoot issues.
• Assist with change management by providing solutions and guiding colleagues on Service Cloud capabilities.
• Produce clear technical documentation such as High-Level Designs (HLDs) and Low-Level Designs (LLDs) to support changes.
• Serve as the Subject Matter Expert for the Salesforce Service Cloud environment.
• Highlight opportunities for improvement.
• Estimate effort needed for proposed changes.

Required Qualifications and Skills

• Experience with automation tools like Flow and Approval Processes.
• Strong understanding of Salesforce Service Cloud.
• Familiarity with intelligent automation technologies including Salesforce Einstein, Prompt Builder, and AI applications within Customer Contact Centres.
• Experience with APEX, Visualforce, and Lightning Components is a plus.
• Ability to build and maintain effective client relationships.
• Strong decision-making, judgment, influencing, and presentation abilities.
• Salesforce Administrator certification is required.
• Salesforce Certified Service Cloud Consultant certification is preferred.
• Knowledge of the rail industry is an advantage.

Benefits

• 25 days of holiday plus national bank holidays
• Travel discounts on bus and rail*
• Payroll giving to support charities
• Shopping discounts including electrical goods, groceries, holidays, cinema trips, car insurance, and more
• Employee share schemes* (Save as You Earn and Buy as You Earn programs)
• Confidential employee assistance helpline
  *Eligibility after 6 months of employment

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