Salesforce Administrator

Permanent, full time, reports to: SaaS Platform Manager
Hybrid role - Handforth Support Office / WFH

About the role

We’re looking for a skilled Salesforce Administrator to join our Group IT team and take ownership of our Salesforce environments. You’ll be responsible for the day-to-day configuration, support, maintenance, and enhancement of our CRM systems, ensuring they align with business goals and empower colleagues across the organisation.

This is a hands-on role requiring strong technical expertise, excellent problem-solving skills, and the ability to collaborate with stakeholders and vendors to deliver high-performing solutions

Key responsibilities

• Serve as the primary administrator for multiple Salesforce environments.
• Manage user accounts, reports, dashboards, workflows, and automation.
• Maintain system integrity through audits, data deduplication, and archiving.
• Support application migrations and integrations.
• Collaborate with internal teams and third-party vendors to deliver solutions.
• Provide training, documentation, and support to Salesforce users.
• Monitor system performance and ensure optimal uptime.
• Stay current with Salesforce releases and evaluate new features.

 Mandatory certifications

• Salesforce Certified Platform Administrator (ADM-201)
• Salesforce Certified Service Cloud Consultant

• Salesforce Certified Platform App Builder (nice to have)

Required experience

We’re looking for someone with 2+ years of Salesforce administration experience, ideally with a strong background in Service Cloud. Key areas of expertise include:

Core Service Cloud experience

• Case Management
• Email-to-Case and Web-to-Case
• Omni-Channel Routing
• Knowledge Base
• Entitlements & Milestones
• Case Escalation Rules and Assignment Rules
• Queues and Auto-Response Rules

Automation & Productivity

• Flows (screen flows, record-triggered flows for case automation)
• Approval Processes (e.g., case escalations, discounts)

Reporting & Analytics

• Reports & Dashboards (service performance, SLA compliance, agent productivity)
• Einstein Case Classification & Recommendations

Customer & Channel Support

• Customer Community / Experience Cloud
• Live Chat / Live Agent (real-time support channel)

Desirable experience

• Salesforce Lightning Experience
• Salesforce Flow, Process Builder, Apex (basic understanding)
• Familiarity with AppExchange products
• Experience in retail industry
• Exposure to Salesforce Marketing Cloud and Financial Force Cloud

What you’ll bring

• Clear, confident communication skills
• Strong attention to detail and problem-solving mindset
• Ability to work independently and collaboratively
• Excellent organisational skills and ability to manage multiple priorities

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!”