Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the first point of contact for customer support across various channels.
- Company: Ciphr is a leading UK provider of integrated HR, payroll, and learning solutions.
- Benefits: Enjoy 30 days leave, hybrid work, and perks like discounts and health cover.
- Why this job: Join a supportive team where your ideas matter and make a real impact.
- Qualifications: 1+ years in customer support; strong communication and analytical skills required.
- Other info: Work from our Reading office 3 times a week; embrace your authentic self here.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
Rapid Response Analyst
Ciphr has an exciting opportunity for a Rapid Response Analyst to join the team as we grow and develop.
You will be joining a dedicated Customer Experience team who are passionate about supporting our customers and each other to the best of their ability. In this role you will be the first line response for customer support, covering a range of products including HR, payroll, LMS software amongst others. At Ciphr our priority is ensuring that the work we do is adding value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles.
We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed.
We value teamwork and collaboration and are keen to explore applications from those living within a commutable distance to our Reading office. Are you comfortable working from our office 3 times a week?
If you are interested in a change do have a look below at what we can offer you.
Location: Hybrid – 3 times a week in our Reading office.
See below the daily tasks of a Rapid Response Analyst:
- Interact with customers over various communication channels (phone, email, chat, or social media) to answer queries, troubleshoot problems, and resolve issues.
- Ensure that customers' expectations are managed well.
- Have a good understanding of the product/service and should be able to troubleshoot technical issues.
- Keep detailed records of customer interactions, issues, and resolutions.
- Maintain a knowledge base of common problems and solutions that can be used to help customers in the future.
- Have the ability to identify and resolve customer issues as quickly as possible.
If you have the following skills, you will be the perfect fit:
- 1+ years’ experience in a Customer/Technical Support role/environment
- Experience using web-based applications
- Previous experience supporting SaaS applications would be a bonus but not essential
- Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential
- Strong analytical skills and approach technical issues logically
- Excellent communication skills
- Good time management and workload prioritisation skills
- Strong literacy, numeracy and IT skills
- A good knowledge of Microsoft Office products (Word, Excel and Outlook)
- The ability to remain calm under pressure
- Team player but equally self-driven
What we offer you:
Ciphr has a benefits package which has you and your family in mind.
As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:
- 30 days annual leave plus bank holidays
- Family National Trust Membership
- Birthday day off
- Religious holiday swap
- Family forming support – e.g., time off for family forming appointments or to support your partner
- Enhanced maternity and paternity leave
- Work from Anywhere for 4 weeks per year
- Volunteering days for 2 days per year
- Cycle to work scheme
- Pension
- Health cash plan
- Life assurance
- Technology/home improvements Loans
- Perks at Work – access to exclusive discounts, cinema tickets, etc.
- Regular training
- £1,500 employee referral scheme
- Medical Cover and Dental cover (after 6 months’ service)
- Income Protection insurance (after 12 months’ service)
About Ciphr:
- Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.
- Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.
- We are all about people at Ciphr. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!
Rapid Response Analyst employer: Ciphr
Contact Detail:
Ciphr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rapid Response Analyst
✨Tip Number 1
Familiarise yourself with Ciphr's products and services. Understanding the HR, payroll, and LMS software will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your communication skills. As a Rapid Response Analyst, you'll be interacting with customers across various channels. Practising clear and concise communication can set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved customer issues or technical problems. This will highlight your analytical skills and ability to remain calm under pressure.
✨Tip Number 4
Network with current or former employees of Ciphr. Engaging with them on platforms like LinkedIn can provide you with insights into the company culture and expectations, which can be invaluable during the interview process.
We think you need these skills to ace Rapid Response Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Rapid Response Analyst. Familiarise yourself with customer support processes and the specific products mentioned in the job description.
Tailor Your CV: Highlight your relevant experience in customer or technical support roles. Emphasise any familiarity with SaaS applications, ticketing systems, or analytical skills that align with the job requirements.
Craft a Compelling Cover Letter: Use your cover letter to express your passion for customer service and teamwork. Mention how your skills and experiences make you a great fit for Ciphr's values of trust, service excellence, authenticity, and accountability.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Ciphr
✨Know the Products Inside Out
As a Rapid Response Analyst, you'll be dealing with various products like HR and payroll software. Make sure you familiarise yourself with these products before the interview so you can confidently discuss how you would troubleshoot issues.
✨Demonstrate Your Communication Skills
Since this role involves interacting with customers through different channels, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with customers in past roles to showcase your skills.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you've resolved customer issues quickly and efficiently. Highlight your analytical skills and logical approach to troubleshooting technical problems.
✨Emphasise Teamwork and Collaboration
Ciphr values teamwork, so be prepared to talk about your experiences working in a team environment. Share examples of how you've collaborated with colleagues to achieve common goals or improve customer service.
