Job Details

The National Lottery Heritage Fund has offices all over the UK and we champion a flexible approach to working where this supports our business needs. We have formally adopted a hybrid working approach. This means that most employees will work from their contracted Heritage Fund office twice a week at minimum. 

Time spent on site visits to projects or other meetings based at another Heritage Fund or external office are counted as part of those two days. The other days in the week employees may work from home. 

The primary purpose of this post is lead on providing technical assistance, resolving user issues and maintaining the Salesforce platform. To carry out Salesforce administrative tasks related to the Investment Management Service (IMS). To undertake a supporting role in the testing and quality assurance stages for new IMS features and functionality. 

We guarantee to interview all disabled applicants who meet the minimum essential criteria for every vacancy. We always endeavour to make reasonable adjustments and special requirements can be discussed and arranged before an interview.

• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong knowledge of Microsoft Teams for collaboration and communication.
• Proficient in using and administering ticketing systems for incident, request, and change management.
• Customer service technical support and triage software.
• IT skills including MS Office, MS Teams, and other Microsoft products.
• Responsive to changes in technology, adapting approaches accordingly and confident in giving advice based on new features or functionality.
• Proficient in Salesforce platform, including configuration, customization, and user management.
• Knowledge of Salesforce best practices for user adoption and system optimization.
• Clear and concise written and verbal communication with attention to detail.
• Managing customer expectations and handling time and information-sensitive discussions.
• Active listening to understand users and their problems.
• Presenting complex information or processes in a simple and accessible way.
• Strong logical and creative problem-solving skills for effective issue resolution.
• Ability to take ownership of tasks through taking the initiative to identify and solve issues.
• Adaptability to new ways of working.
• Confidence to bring new ideas to proactively solve problems and analyze options where appropriate.
• Active and constructive team member demonstrating flexibility to work across a dispersed team.