Freshsales Configuration Designer

Advert Details: Freshsales Configuration Designer Service Systems & Automation Analyst (Graduate) Department: Commercial & Customer Reports to: Head of Digital Products Location: Panda offices across the UK or Ireland Travel: Regular travel across the UK and Ireland

About the Role

Panda is building the digital capability that supports how we serve customers across the UK and Ireland. Freshworks sits at the centre of our sales and customer service processes, alongside a growing range of automation and AI-enabled tools. We are looking for a Freshsales Configuration Designer to help design, build and improve the workflows that power these systems. You will work directly with customer service, sales and operational teams to understand how they work and identify where better configuration, automation or new technology could improve service and reduce manual effort. This is not a user administration role. It is a hands-on build-and-advise position where you will configure workflows, introduce new features, support AI-enabled tools and measure whether the changes you make deliver meaningful improvements. This is a structured graduate opportunity. You will receive hands-on mentoring, dedicated learning time and sponsored Freshworks certification, providing a strong first step into business systems, automation and enterprise platform ownership. What You’ll Be Doing As Freshsales Configuration Designer, you will:

Design, build and test automated workflows, rules, triggers and service-level agreements across Freshworks. Work with service, sales and operational teams to understand their processes and identify opportunities for automation. Configure ticket fields, routing rules, process stages and the supporting structures that workflows rely on. Scope, build and roll out new Freshworks features and capabilities. Maintain and prioritise a backlog of system and workflow improvements. Test all changes thoroughly and secure user sign-off before release. Investigate and resolve workflow and configuration issues raised by internal users. Support the testing and release of marketplace applications, integrations and platform updates. Help configure AI-enabled customer service tools, including virtual agents, automated triage, knowledge suggestions and assisted responses. Test AI tools for accuracy, suitability and appropriate escalation to customer service colleagues. Support pilots, user training, phased releases and post-launch reviews. Monitor new tools and workflows after launch, identifying where further refinement is required. Build dashboards and reports that provide a clear and reliable view of service performance. Check the quality and accuracy of the data underpinning business reporting. Proactively identify trends, anomalies and opportunities for improvement. Produce clear system documentation and training materials. Act as the first internal point of contact for Freshworks configuration and workflow queries. Complete sponsored Freshworks certification and build towards independent ownership of the platform.About You To succeed as a Freshsales Configuration Designer, you will need:

A degree in Information Technology, Computer Science, Business Information Systems or a related subject, or equivalent practical experience. A foundational understanding of cloud software, databases or SaaS platforms. Strong analytical and problem-solving skills. An aptitude for building and troubleshooting logic-based workflows. Clear written and verbal communication skills. The confidence to speak with operational teams and ask the right questions about how they work. A meticulous approach to data, testing, documentation and system configuration. The ability to explain technical options clearly to non-technical colleagues. A practical interest in AI and how it can be applied within customer service. A balanced approach to new technology, with the discipline to test whether it works before recommending it.Experience in any of the following would be advantageous but is not essential:

Freshworks, Salesforce, HubSpot, Zendesk or another CRM or service management platform. Workflow automation or low-code tools. Building dashboards or management reports. Chatbots, virtual agents, intent classification or other AI-enabled service tools. Prompt design, knowledge-base structures or conversational AI testing. Basic SQL or experience with data imports, exports and validation. An internship, placement year or academic project involving business systems, automation or process improvement.The Right Mindset You will be: Curious about how processes work and why problems occur. Methodical, thorough and committed to testing your work properly. Comfortable working with people as well as technology. Focused on practical business outcomes and measurable improvement. Open to new tools while remaining willing to challenge whether they genuinely add value. Motivated to develop into a trusted specialist and future platform owner.What We Offer

Hands-on mentoring from experienced digital product professionals. Sponsored Freshworks certification. Dedicated time for learning and professional development. A clear pathway into a mid-level configuration or platform administration role. The opportunity to shape systems used across a business of almost 3,000 people. Exposure to customer service, sales, operations, automation and AI projects across the UK and Ireland.The Freshsales Configuration Designer role requires regular travel between Panda locations across the UK and Ireland.

About The Company We are Panda. We value waste. We’re in the business of waste management but that doesn’t just mean collecting bins. Behind every collection is a passionate team of people finding smarter, safer, and more sustainable ways to recycle and repurpose materials that would otherwise go to waste. Over the past 30 years, Panda has grown into a leading resource recovery business, bringing together almost 3,000 people across multiple brands, united by a shared vision and strong values. While our operations are diverse, our purpose is clear: to protect our people, support our customers, and create positive impact for the communities and environments we serve. At Panda, people are at the heart of everything we do. We work as one team, combining different skills, experiences, and perspectives to achieve shared goals. We care for each other’s wellbeing, encourage development, and support growth because we know we’re stronger together. We expect excellence in how we operate. High standards, bold thinking, and continuous improvement drive our passion for innovation. We challenge the ordinary, put safety first, and embrace new ideas while delivering practical, cost-effective solutions that move our business forward. We own what we do. From day-to-day tasks to major projects, we take pride in our work and responsibility for the outcome. We don’t walk past problems we address them together. Our expertise, reliability, and care reflect who we are and the difference we make. And above all, we act with trust and integrity. Trust is built through open communication, honesty, and accountability. It allows us to move quickly, make confident decisions, and deliver results — knowing our people are empowered to do the right thing. Our journey depends on talented, committed people who want to make an impact. Take the first step and join us on the journey.

Panda is committed to attracting and retaining a skilled and diverse workforce that reflects the communities in which we operate and the people we serve. (DE&I Policy Statement)