Rapid Response Analyst
Rapid Response Analyst

Rapid Response Analyst

Slough Full-Time 28800 - 43200 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Be the first line of support for customers, resolving queries across various channels.
  • Company: Ciphr is a leading UK provider of integrated HR and payroll solutions, focused on enhancing employee experiences.
  • Benefits: Enjoy 30 days leave, hybrid work, family support, and exclusive discounts.
  • Why this job: Join a friendly team that values your input and fosters personal growth in a supportive environment.
  • Qualifications: 1+ years in customer support, strong communication skills, and familiarity with web-based applications.
  • Other info: Work from our Reading office 3 times a week and embrace a culture of teamwork and collaboration.

The predicted salary is between 28800 - 43200 £ per year.

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

Ciphr is an exceptional employer that prioritises a supportive and collaborative work culture, making it an ideal place for a Rapid Response Analyst to thrive. With a generous benefits package including 30 days of annual leave, family support initiatives, and opportunities for professional growth, employees are encouraged to bring their authentic selves to work while contributing to a team dedicated to delivering outstanding customer experiences. Located in Reading, the hybrid work model allows for flexibility, ensuring a healthy work-life balance while being part of a dynamic and growing company.
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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 and show that you're ready to manage customer expectations.

✨Tip Number 3

Highlight your experience with web-based applications and any familiarity with ticketing systems like Zendesk. Even if you haven't used them extensively, showing that you have a basic understanding can give you an edge over other candidates.

✨Tip Number 4

Prepare for situational questions that assess your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved customer issues, as this will showcase your analytical skills and ability to remain calm under pressure.

We think you need these skills to ace Rapid Response Analyst

Customer Support Experience
Technical Troubleshooting
Web-Based Application Proficiency
SaaS Application Knowledge
Service Desk/Ticketing System Familiarity
Analytical Skills
Excellent Communication Skills
Time Management
Workload Prioritisation
Strong Literacy and Numeracy Skills
Proficiency in Microsoft Office (Word, Excel, Outlook)
Calmness Under Pressure
Team Collaboration
Self-Motivation

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer support or technical roles. Emphasise any experience with web-based applications and SaaS, as well as your analytical skills.

Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and teamwork. Mention specific examples of how you've successfully resolved customer issues in the past and how you align with Ciphr's values.

Showcase Communication Skills: Since excellent communication is key for this role, consider including a brief section in your application that demonstrates your ability to communicate effectively, perhaps through a relevant anecdote or achievement.

Highlight Technical Proficiency: If you have experience with Service Desk/Ticketing systems or tools like Zendesk, make sure to mention this in your application. Also, include your proficiency with Microsoft Office products, as these are important for the role.

How to prepare for a job interview at Ciphr

✨Understand the Products

Make sure you have a solid understanding of the products and services offered by Ciphr. Familiarise yourself with HR, payroll, and LMS software, as well as any common issues customers might face. This knowledge will help you answer questions confidently during the interview.

✨Showcase Your Communication Skills

As a Rapid Response Analyst, excellent communication is key. Prepare to demonstrate your ability to interact effectively over various channels like phone, email, and chat. You might even want to practice answering common customer queries to show your readiness for the role.

✨Highlight Your Problem-Solving Abilities

Be ready to discuss specific examples where you've successfully resolved customer issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your analytical skills and logical approach to troubleshooting.

✨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 support each other in challenging situations.

Rapid Response Analyst
Ciphr

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