Job Specifications
Who are we?
First Customer Contact is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
We continually seek ways to improve the customer experience. Our newly formed Customer Contact Centre (FCC) uses industry-leading systems to deliver excellent service and ensure that requests are speedily and effectively resolved.
Our delivery teams manage a variety of customer support functions, including processing compensation claims, complaints handling, group bookings, assisted/special services, quality assurance, fraud prevention, and retail sales to individuals and corporate customers.
About the job
The Salesforce Administrator will be responsible for the strategic oversight, governance, and continual improvement of FCC's and First Bus Salesforce platform,. Reporting to the Salesforce Product Manager, the postholder will combine leadership, stakeholder engagement, and strategic planning with hands-on technical configuration.
They will act as the primary escalation point for complex technical challenges, ensure alignment of Salesforce developments with business objectives, and maintain high standards in platform security, data quality, and user experience.
This role will be Leeds based supporting the First Bus Contact Centre to provide Bus with the Salesforce expertise. The Salesforce Administrator will be responsible for day-to-day system administration, user support, configuration, release management, and enabling continuous improvement to support operational and customer service objectives. This recruitment is essential to ensure the stability, scalability, and value realisation of Bus's Salesforce investment.
Your main responsibilities will be:
Platform Strategy & Governance
Define and maintain Salesforce governance processes, ensuring compliance with best practice and FCC's IT policies.
Work with the Salesforce Product Manager to develop and deliver the Salesforce roadmap.
Oversee change management processes, ensuring smooth deployment of new functionality.
Technical & Operational Delivery
Serve as the escalation point for complex configuration and troubleshooting issues.
Perform advanced Salesforce configuration, including workflows, validation rules, flows, approval processes, and custom objects.
Oversee integrations (including CI/CD processes) and ensure effective quality assurance testing before deployment.
Stakeholder Engagement
Partner with senior stakeholders to gather requirements and translate them into actionable development plans.
Provide regular reporting on platform performance, usage, and upcoming enhancements.
Act as the primary point of contact for third-party Salesforce partners and vendors.
Support & Training
Ensure effective delivery of 1st and 2nd line Salesforce support for users across FCC and First Bus
Develop and deliver training materials and sessions to improve user adoption.
Monitor and address data quality issues, implementing preventative measures.
As a minimum, you will need to have:
Essential:
Proven experience in a senior Salesforce administration role with line management responsibilities.
Salesforce Service Cloud experience in both Classic and Lightning.
Strong understanding of Salesforce configuration and automation tools (including Flows and Apex fundamentals).
Experience implementing governance frameworks, change control, and security best practice.
Excellent leadership, coaching, and delegation skills.
Strong stakeholder management and influencing skills.
Salesforce Certified Administrator (minimum) with Service Cloud Consultant certification preferred.
Desirable:
Experience with Marketing Cloud or Sales Cloud.
Knowledge of intelligent automation technologies (e.g. chatbots, AI) in a contact centre environment.
Background in the rail industry.
About the location
Leeds City Centre
First Bus, 3rd Floor, 1 Victoria Place, Leeds LS11 5AE
We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
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