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For Companies At a Glance
- Tasks: Resolve complex customer queries and support the team in a collaborative environment.
- Company: Join IRIS, a company that values innovation and personal growth.
- Benefits: Enjoy career development opportunities and a supportive team culture.
- Why this job: Make a real impact while building your career in a dynamic setting.
- Qualifications: Experience in customer support and a passion for problem-solving are essential.
- Other info: Be part of a team that celebrates success and encourages personal contributions.
The predicted salary is between 28800 - 43200 £ per year.
We’re hiring! Join Team IRIS. Ready to level up your customer service career? We’re on the lookout for a 2nd Line Customer Service Analyst to join our dynamic team at IRIS! If you’re naturally curious, love solving complex problems, and thrive in a collaborative environment - this could be your next big move.
What you’ll be doing:
- Handle incoming support cases and escalations from customers & our 1st line team.
- Investigate and resolve complex technical queries—first time where possible!
- Log and assign tickets with clear info to help drive fast, effective resolutions.
- Collaborate with 3rd line support, internal teams, and external partners.
- Support UAT testing and contribute to our internal knowledge base.
- Prioritize your workload, meet SLAs, and deliver on team KPIs (like NPS & quality).
- Share your knowledge and support your teammates - success is a team sport!
What we’re looking for:
- Solid experience in customer support or technical service (2nd line ideal!).
- AAT Level 2 or 3 (bonus points if you’ve got an IT or SQL qualification too).
- Clear communicator, calm under pressure, and passionate about great service.
- A problem-solver at heart with great attention to detail.
- Comfortable using CRM/ticketing systems and eager to learn new tools.
- Self-driven with a desire to grow, develop, and make a real impact.
Why join IRIS? At IRIS, we don’t just offer jobs—we build careers. You’ll be part of a company that values innovation, teamwork, and personal growth. You’ll have the freedom to develop, contribute ideas, and be yourself—all while making a difference for thousands of customers.
Ready to apply? Click Apply Now and take the next step in your journey with us. We can’t wait to meet you!
Customer Service Analyst employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Analyst
✨Tip Number 1
Familiarise yourself with common customer service scenarios and technical issues that a 2nd Line Customer Service Analyst might encounter. This will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Brush up on your knowledge of CRM and ticketing systems, as well as any relevant IT or SQL concepts. Being able to discuss these tools confidently can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully collaborated with teams in the past. Highlighting your teamwork skills will show that you understand the importance of working together to achieve customer satisfaction.
✨Tip Number 4
Research IRIS and its values to align your answers with their company culture. Showing that you resonate with their focus on innovation and personal growth can make a positive impression.
We think you need these skills to ace Customer Service Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support or technical service. Emphasise any 2nd line support roles you've held and showcase your problem-solving skills.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your ability to handle complex queries. Mention specific examples of how you've successfully resolved issues in the past.
Highlight Relevant Qualifications: If you have AAT Level 2 or 3, or any IT or SQL qualifications, make sure to mention these prominently in your application. They are considered bonus points and can set you apart from other candidates.
Showcase Your Communication Skills: In your application, demonstrate your clear communication style. Provide examples of how you've effectively communicated with customers or team members, especially under pressure.
How to prepare for a job interview at IRIS Software Group
✨Showcase Your Problem-Solving Skills
As a Customer Service Analyst, you'll be tackling complex issues. Prepare examples of past experiences where you successfully resolved technical queries or customer concerns. This will demonstrate your analytical thinking and ability to handle pressure.
✨Familiarise Yourself with CRM Tools
Since the role involves using CRM and ticketing systems, make sure you're comfortable discussing any relevant tools you've used in the past. If you can, research the specific systems IRIS uses and mention how your experience aligns with their needs.
✨Emphasise Team Collaboration
IRIS values teamwork, so be ready to discuss how you've worked effectively within a team. Share instances where you supported colleagues or collaborated on projects, highlighting your communication skills and willingness to share knowledge.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on any relevant IT or SQL concepts. Be prepared to answer questions that assess your technical knowledge and problem-solving abilities, as this will show your readiness for the challenges ahead.
