Salesforce Service Cloud Specialist

Job Description

❗Note: This role straddles both technical (Salesforce Service Cloud) and Business Analyst responsibilities - it is known internally as a Business Systems Analyst.

📍Location - this is a hybrid role based in our London office (2 days a week in the office, 3 days wfh/office)

✨ You must have commercial experience working with Salesforce Service Cloud to be considered for this role.

ABOUT THE ROLE

Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Salesforce Service Cloud Specialist to help us achieve this.

This role sits within our Business Systems team which plays a crucial role in enhancing the efficiency and effectiveness of our external facing teams by defining, improving, and optimizing our internal processes. As an analyst within the team, you will be responsible for working with, and becoming an expert on, existing and new business processes and software applications. Your role will also involve identifying opportunities for automation and generating high-quality reports to pinpoint bottlenecks and inconsistencies in our teams' workflows.

Your work will be critical to driving business growth and achieving our strategic goals, and you will have the chance to collaborate with cross-functional teams to implement solutions that positively impact our business outcomes.

No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.

The day to day stuff:

• Understanding, managing and ultimately automating/improving the operational processes that underlie our Customer Services teams.
• Using Salesforce (SFDC) to support business as usual as well as supporting strategic projects for stakeholders across the business
• Using SFDC reporting, import wizard, and data loader to query and manipulate data and keep our database updated and accurate as well as providing visibility to everyone from end users up to the executive team on team performance and metrics.
• Owning the administration, configuration and support of various third party tools used to power the Customer Services teams (such as Vonage).
• Spotting and responding dynamically to new problems that arise in your processes or processes you are introduced to

ABOUT YOU

You should apply if you:

• You have significant experience in Salesforce Service Cloud development and administration including Einstein bot, omni channel and routing processes.
• You are experienced with, or keen to learn, other tools used for the effective running of a Customer Services business.
• You’re confident using spreadsheets and formulae
• You have a brilliant command of English in both spoken and written communication
• You have a proven ability to prioritise effectively and meet agreed deadlines
• You can show empathy for your end-users - the Customer Services team - and recognise how you can improve their day-to-days
• You have a passion for learning

ABOUT US

We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, landlord and tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution.

And we did. Like all startups it’s been a bit of a roller coaster journey, but we’re now stronger than ever, with around 3000 letting agents using the platform, exciting & varied product lines and 350 Goodlordians across the group supporting the mission!

Our purpose - building the best rental experience in the world - is clear to everyone, and so too is the fact that people are central to achieving that mission; we have worked hard to make Goodlord great so we’re proud to have been ranked 10th in the UK's Best Workplaces™ 2022 - Large category.

Not only that but the following too:-

• Great Place to Work certified - 2024
• Great place to Work top 30 for Development 2024
• Great place to work top 50 for Well being 2024
• Verified by Flexa as a Flexified employer - 2023/2024
• Deloitte Technology Fast 50 - 2023
• Excellence in Wellbeing for our dedication to goodlordian’s wellbeing 2023/2024
• 10th Great Place to Work in the UK large-sized businesses 2022
• 23rd Wellbeing Great Place to Work in UK Large- sized businesses 2022
• 18th best workplace for Women in UK large-sized businesses 2022
• 13th best workplaces for Tech in UK large-sized businesses 2022

Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect.

It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.

WHY YOU’LL LOVE BEING A GOODLORDIAN:

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• 🚀 Grow with Goodlord: your development is important to us. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!
• 💕 Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 🌴 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement

• 🤗 Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
• 🤩 Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment.

In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer **

Regrettably we are not able to provide sponsorship for this role

No agencies please - we have tried and trusted partners we would turn to should we require support