Salesforce Reporting Specialist

Job Description:

I am looking for a Salesforce Reporting Specialist to join a rapidly growing, mission-driven organisation transforming the way rural and hard-to-reach communities stay connected and to help take their service centre operations to the next level.

The Mission:
Salesforce is already at the heart of our customer and case management processes. The platform is in place. Now, we need an expert who can build a suite of smart, intuitive reports and dashboards to support the frontline, incident management, and leadership teams.

This is not a dev-heavy role. It's about using Salesforce's existing capabilities to create clear, actionable visualisations—the kind that help teams spot issues, measure productivity, and make confident, data-led decisions.

The kinds of insights you'll bring to life:

• Call volumes by team, agent, day, or hour
• Handle times and wait time breakdowns
• Repeat call and first-call resolution stats
• Product split reporting (across 3 technologies)
• Case backlog tracking by type, age, and last contact
• Priority logic for assigning casework
• Automated customer update notifications

We're looking for someone with a proven track record of delivering similar Salesforce reporting solutions, ideally within a service centre or customer operations environment.

If you can show us tangible examples of where you've done this before—we'd love to hear from you! Please email me with your CV, and we can discuss further.