Salesforce Administrator
3 days ago
Hammersmith
Salesforce Administrator (Certified) Up to £45,000 basic Based in West London We are seeking a Salesforce Certified Administrator to support and maintain our clients Salesforce CRM environment. This is a first-line, service-desk-led, ticket-driven role. The primary focus of this position is the daily management and resolution of Salesforce-related requests via a ticketing system. This is a hands-on support role requiring strong communication skills, responsiveness, and full ownership of the support queue. You will be responsible for delivering timely, high-quality support to Salesforce users across the business while ensuring smooth day-to-day CRM operations. Key Responsibilities • Own and manage the Salesforce ticket queue as a core daily responsibility, ensuring agreed SLAs are consistently met., • Troubleshoot and resolve Salesforce issues efficiently and professionally., • Proactively engage with end users via phone or video call to clarify requirements and accelerate issue resolution., • Provide clear, regular updates to users throughout the lifecycle of each ticket., • Produce reporting on ticket volumes, trends, recurring issues, and performance metrics where required., • Manage core Salesforce administrative tasks including:, • User setup and deactivation, • Roles, profiles, permission sets, and security controls, • Build, maintain, and troubleshoot Salesforce Flows (essential)., • Maintain reports and dashboards to support business insight and decision-making., • Monitor and uphold data quality standards., • Deliver end-user training sessions (1:1 and group) to improve adoption and system capability., • Create and maintain user documentation, guides, and knowledge base materials., • Support system enhancements, User Acceptance Testing (UAT), and release documentation., • Collaborate effectively with data, IT, and business stakeholders. About You • Salesforce Certified Administrator (essential)., • Proven experience supporting Salesforce users in a ticket-based or service desk environment., • Comfortable managing a high-volume support queue in an SLA-driven setting., • Familiar with ITIL principles and service management best practices., • Experience working within Agile methodologies (e.g., sprints, backlogs, prioritisation frameworks)., • Confident engaging directly with stakeholders and resolving issues verbally., • Strong communication skills with a customer-focused approach., • Comfortable delivering training and explaining processes clearly to non-technical users., • Strong organisational skills with the ability to prioritise competing demands., • Positive, proactive, and collaborative team player., • Experience building and troubleshooting Salesforce Flows (essential)., • Exposure to SQL, SOQL, MuleSoft, or Apex is advantageous but not required. What Success Looks Like • Tickets are managed efficiently and consistently within SLA., • Clear, proactive communication with end users., • High-quality issue resolution and positive stakeholder feedback., • Improved user adoption through effective training and support., • Reliable ownership of day-to-day Salesforce administration., • Positive contribution to team collaboration and continuous improvement initiatives., • Ability to contribute to project and sprint-related work once established in the role.