Salesforce Administrator

House Recruiting; Greater London; On-site; GBP 35,000 - 52,000; Full time

Job summary

A recruitment agency in the United Kingdom seeks a Salesforce Certified Administrator to support and maintain clients' Salesforce CRM environments. This role focuses on managing the Salesforce ticket queue, troubleshooting issues, and ensuring high-quality user support. Strong communication skills and Salesforce experience are essential. Successful candidates will deliver training to users and uphold data quality standards effectively, contributing to overall system performance and user satisfaction.

Qualifications

• Proven experience supporting Salesforce users in a ticket-based environment.
• Comfortable managing high-volume support queues in SLA-driven settings.
• Strong communication and customer-focused approach.
• Familiarity with ITIL principles and service management.

Responsibilities

• Manage the Salesforce ticket queue and ensure SLAs are met.
• Troubleshoot and resolve Salesforce issues efficiently.
• Provide end-user training sessions to improve system capability.
• Provide regular status updates to users throughout ticket lifecycle.
• Produce reports on ticket volumes, trends, and performance metrics.
• Manage core Salesforce admin tasks: user setup/deactivation, roles, profiles, permissions, security.
• Build, maintain, and troubleshoot Salesforce Flows; maintain reports/dashboards.
• Maintain data quality and deliver end-user training sessions.
• Create and maintain user documentation and knowledge base materials.
• Support system enhancements, UAT, and release documentation.
• Collaborate with data, IT, and business stakeholders.

Skills

Salesforce administration

Communication skills

Customer-focused approach

Organizational skills

Agile methodologies

Education

Salesforce Certified Administrator

Tools

Salesforce Flows

SQL

SOQL

MuleSoft

Apex

Job description

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.