CRM Support Analyst

Battersea Dogs & Cats Home; City of Westminster; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading animal welfare organization in the City of Westminster is seeking a CRM Support Specialist to enhance their Salesforce Lightning system. This role involves providing effective support to users, contributing to the design of system processes, and identifying areas for improvement. The organization emphasizes employee development and offers a hybrid working model with benefits like 28 days of annual leave and a generous pension plan.

Benefits

28 days of annual leave plus public holidays

Discounted gym memberships

Employee Assistance Programme

Generous pension contributions

Free healthcare cash plan

Annual interest-free season ticket loans

Qualifications

• Experience with Salesforce Lightning and CRM systems.
• Ability to troubleshoot issues and provide effective support.
• Strong communication skills for resolving helpdesk tickets.

Responsibilities

• Provide efficient support to CRM system users.
• Contribute to the design and delivery of system processes.
• Identify improvements to systems and processes.

Job description

Overview

Battersea is currently undergoing a significant transformation programme (known as Launchpad) to deliver real change in the way we work with, utilise, and learn from data. Our new approach will enable smoother animal, customer and supporter journeys and will help us embed a truly data and insight-driven approach to decision-making at Battersea. The first phase of the programme, to implement Salesforce Lightning for the Animal Operations and Clinic side of our business, went live in Summer 2025.

Responsibilities

This role, working with CRM support colleagues, will be responsible for the ongoing support and maintenance needs for the new Salesforce Lightning CRM and other related applications as they are launched. They will work closely with system users to efficiently resolve tickets received to the helpdesk and proactively investigate and troubleshoot issues to provide root cause. Overall objectives:

• Provide efficient and effective support to Battersea's CRM system users.
• Support the work of the wider Data Applications team and contribute to the design and delivery of effective system processes.
• Undertake various system housekeeping activities to ensure that the systems and data remain robust and accurate.
• Continuously look for areas of potential improvement to systems and processes and make recommendations where appropriate.

Benefits

In return for your commitment to our cause and to recognise the value of our employees, Battersea offers a range of benefits to support the wellbeing of our employees. We are also committed to providing learning and development to our employees. During your time with us, we provide support for your professional and career development, including access to digital and in‑person training programmes, leadership and management training, mentoring and much more. Our hybrid working model: We operate a 50% onsite hybrid working model, with our office‑based staff splitting their time between site based and home working. This enables our office-based staff to balance the benefits of home working with onsite collaboration and maintaining a connection to our cause. Diversity and inclusion: We are committed to providing a welcoming and inclusive experience for all staff, volunteers and trustees and those hoping to join us. We operate an anonymised shortlisting process and actively seek to ensure our process is fair and equitable for all. We understand the value of diverse voices, perspectives, and experiences to help us deliver even more for our dogs and cats, and we welcome applicants from all sections of the community.

• 28 days of annual leave (plus 8 days paid public holidays) per year.
• Discounted gym memberships and cycle to work schemes.
• Employee Assistance Programme and access to Wellbeing Resources.
• Generous pension contributions – up to 10% employer contribution.
• Free healthcare cash plan, where you can claim for a range of treatment including dental, optical, physiotherapy, chiropody and acupuncture every year.
• Annual interest‑free season ticket loans.