Zendesk Administrator

Since 2004, we’ve been bringing investment ideas to life and connecting capital with the right people and opportunities. Today, we manage more than £2.5 billion for a broad range of investors across five key investment strategies: Private Credit, Social Housing, Clean Heat, Energy and Venture. These strategies underpin the innovative range of investments we offer to both private (retail) and institutional clients.  There are 230+ employees at Triple Point, all committed to leaving the world demonstrably better than we found it. That’s why we’re a certified B Corp, signed up to the Principles for Responsible Investment, and were named a Sunday Times 'Best Place to Work  2025 & 2026'. If this sounds like an environment where you would flourish, then read on… The Function & Team The Digital and Technology team's purpose is to provide cutting-edge digital solutions that are safe and reliable whilst improving efficiency and reducing potential risks for everyone at Triple Point. The Digital Transformation team looks after our core systems, the integration between them, and all aspects of data, from the data warehouse to reporting that provides clear insight into trends. It automates manual business processes, adopts emerging technology such as Gen/Adaptive AI, and uses Microsoft 365 tooling to make TP and our TP'ers more efficient. It also manages our outsourced Salesforce developers and quality assurance specialists to ensure delivery quality and pace. The role As our Salesforce Administrator & Service Desk Lead you are the day-to-day owner and single front door for the Salesforce estate. Your primary focus is business-as-usual keeping the platform running, well-supported and well-administered, on clear ITSM principles. You work closely enough with the transformation to absorb its changes and sustain the modernised platform once it lands making this both a BAU-first role and an embedded part of the programme. The Role’s Key Responsibilities * Own day-to-day Salesforce administration and act as the single support front door across the estate. * Run the service desk on ITSM principles manage ticket queues, prioritisation and SLAs; triage and resolve incidents and requests; and escalate cleanly. * Build and maintain the knowledge base and runbooks turning fixes into self-service and repeatable process, and spreading knowledge across the team. * Configure and maintain the platform across Sales, Service and Experience Cloud (FSC preferred) users, profiles and permission sets, flows, page layouts, reports and dashboards. * Administer the tools that surround the platform telephony / CTI (e.g. Zoom Phone, Service Cloud Voice), e-signature and document generation (e.g. DocuSign) in support of the client journey. * Own data quality and hygiene deduplication and data-quality tooling, data loads, and monitoring of declarative integrations. * Support release management and deployments alongside the delivery partner; provide first-line security administration and uphold change control and governance. * Absorb knowledge transfer from the programme and delivery partner, sustaining BAU through and beyond the transformation. Experience * Salesforce Administrator certification, with strong hands-on administration across multiple clouds Sales, Service and Experience Cloud (FSC preferred). * Service-desk / BAU support experience with solid ITSM knowledge ticket-queue management, prioritisation, SLAs and incident / request handling. * Flow automation, security and sharing configuration, reports and dashboards, and data management. * Experience administering telephony / CTI and e-signature / document-generation tooling (e.g. DocuSign) in support of customer journeys. * Release and deployment support (change sets / SFDX awareness) and strong documentation and knowledge-base discipline. * Confident stakeholder support and communication the visible front door for platform users. Qualifications & Desirable * ITIL Foundation (v4) or equivalent ITSM grounding. * Further Salesforce certifications Advanced Administrator, Service Cloud Consultant and / or Platform App Builder. * Experience with ITSM / ticketing platforms (e.g. Jira, ServiceNow, Zendesk) and building service-desk reporting. * Financial services or other regulated environment. * Data-quality tooling (e.g. Cloudingo or similar) and awareness of adjacent finance and business systems. * Exposure to AI-assisted administration, operations and agentic solutioning. Why Join us? * You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued. * Be part of a growing and innovative team leading the way in tech solutions. * We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression. * Opportunities for professional development and career progression. At Triple Point, high performance means living our values every day: ·       Stay Curious. ·       Be Generous. ·       Take Thoughtful Action. ·       Pull Together. ·       Own It. In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools. We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement. Triple Point offers a wealth of benefits including a contributory pension, hybrid/flexible working and ongoing learning and development opportunities. Check out our comprehensive list of benefits HERE.  Apply today for further information! Triple Point is dedicated to providing fair and equal opportunities for all individuals, including both current and potential employees. Discrimination of any kind based on factors such as age, disability, gender, sexual orientation, pregnancy, race, ethnicity, religion, gender identity, or marital status is not tolerated by the company. Our aim is to create a welcoming and diverse work environment where people from all walks of life feel valued and supported. We actively encourage individuals from various backgrounds to apply for job vacancies and become part of our team.  STRICTLY NO AGENCIES

Point C [https://pointchealth.com] is a National third-party administrator (TPA) with local market presence that delivers customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market – to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity, pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company. The Workforce Manager is responsible for supporting workforce management systems, forecasting workload demand, scheduling staff, and optimizing staffing efficiency across operations. This role ensures accurate reporting, system configuration, and performance monitoring to improve service levels, productivity, and operational outcomes. Primary Responsibilities: * Analyze historical data to forecast call volume/workload trends * Develop short-term and long-term staffing models * Monitor real-time adherence and staffing levels * Recommend adjustments based on performance metrics * Build and maintain employee schedules * Manage shift bids, PTO planning, and staffing coverage * Support intraday management decisions * Ensure staffing aligns with service-level goals * Maintain Workforce Management platforms (e.g., Zendesk, ADP) * Configure queues, skills, schedules, and forecasting inputs * Troubleshoot system issues and partner with IT/vendors * Support upgrades and enhancements * Partner with operations leaders on staffing strategies * Identify efficiency improvement opportunities * Support workforce planning meetings / Maintain documentation and process workflows Qualifications: * Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience) * 2+ years’ Workforce Management or call center analytics experience * Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.) * Advanced Excel skills (pivot tables, formulas, trend analysis) * Strong analytical and problem-solving ability * Attention to detail and data accuracy * Experience supporting multi-site or multi-channel environments preferred * SQL, Power BI, or Zendesk “CRM” experience preferred * Knowledge of forecasting models preferred * Healthcare, contact center, or operations background preferred Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role. Pay Transparency $65,000—$75,000 USD Benefits: * Comprehensive medical, dental, vision, and life insurance coverage * 401(k) retirement plan with employer match * Health Savings Account (HSA) & Flexible Spending Accounts (FSAs) * Paid time off (PTO) and disability leave * Employee Assistance Program (EAP)   Equal Employment Opportunity: At Point C Health, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Point C Health is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.