Business Systems Analyst - Salesforce Service Cloud

Overview

Location: London Hybrid (2 days a week in the office, 3 days WFH/office)

This role requires hands-on commercial experience with Salesforce Service Cloud. We're looking for a Business Systems Analyst with strong Salesforce Service Cloud experience to help scale and optimise our customer operations at Goodlord.

This is a hands-on role where you'll own Service Cloud configuration, automation, reporting and tooling - working closely with Customer Services, Ops and Tech to remove friction and improve performance.

You won't just be maintaining a system; you'll be the architect of efficiency for our frontline teams. You'll spot bottlenecks before they become problems and automate the manual work so our teams can focus on what they do best: helping people.

If you enjoy fixing real operational problems, moving fast, and seeing the impact of your work week to week, this role will suit you down to the ground.

What you'll be doing

• Owning and improving Salesforce Service Cloud - including Einstein Bots, omni-channel routing and complex workflows
• Working closely with Customer Services teams to understand pain points and translate them into technical solutions
• Building clear, useful reports and dashboards that provide "no surprises" visibility from end-users through to the Exec team
• Supporting BAU work alongside strategic projects
• Identifying opportunities for automation that directly improve outcomes and help us scale sustainably

You should apply if you:

• Have significant experience in Salesforce Service Cloud development and administration (Einstein Bot, omni-channel, routing)
• Are experienced with - and keen to learn - other tools used in Customer Services environments (e.g. telephony systems)
• Are a data enthusiast - comfortable with everything from complex spreadsheets to manipulating data with Data Loader
• Can explain a technical "why" to a non-technical audience without confusing jargon
• Show real empathy for end-users and care about improving their day-to-day work
• Don't just build for the sake of it; you build because you care about the person on the other end of the software.
• Are comfortable in a fast-moving, changing environment
• Want ownership, autonomy and real impact

This is not a pure documentation BA role and not a pure developer role - you'll be hands-on in Salesforce and close to operations.

ABOUT US

Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting.

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

Like all scale-ups it's been a bit of a rollercoaster journey, but we're now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350 Goodlordians supporting the mission!

WHY YOU'LL LOVE BEING A GOODLORDIAN

Apart 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).

• £1,000 annual development budget
• Bi-weekly wellbeing coaching with Sanctus
• 25 days holiday (+ bank holidays), rising to 32 days
• 3 months fully paid parental leave for all genders
• A genuinely supportive, talented, and ambitious team

What's next?

If you're ready to help us provide the best renting experience in the world, then click apply (2-3 mins!)

Full Job Spec available.

Goodlord wants applicants from all backgrounds and walks of life. We are an equal opportunity employer committed to creating an inclusive environment where people can do their best work. If there is anything you need to participate fully in the interview process, we'd love to hear about that - 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.