Customer Services Associate - 1st Line (HR/Payroll)

Customer Services Associate – 1st Line (HR/Payroll) Competitive plus Bonus plus Benefits Wigan, UK/Leeds, UK Permanent Full Time Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn? IRIS Software Group are seeking dedicated individuals to join our team as Customer Services Analysts – 1st Line. In this role, you will play a pivotal part in supporting our customers, resolving queries, and ensuring their satisfaction with our products and services. We’re looking for candidates to join us on both permanent and fixed-term contracts. What Will You Be Doing? As a Customer Services Analyst – 1st Line, your responsibilities will include: * Responding to incoming customer cases, providing support and guidance on our products * Logging and managing tickets in our CRM system, ensuring all relevant information is collated for investigation and resolution * Taking a proactive approach to resolving queries through initial investigations and utilizing available resources * Escalating more complex issues to the 2nd Line Support team when necessary * Achieving individual and team targets, including Net Promoter Score and quality metrics * Prioritizing daily workload to meet customer SLAs and ensure timely resolutions * Supporting user acceptance testing and contributing to the knowledge base content * Fostering a positive team environment, collaborating with colleagues to achieve shared objectives * Exemplifying IRIS values and representing our brand with professionalism and warmth * Actively participating in our competency framework to enhance skills and career progression * Continually developing expertise in our products through ongoing training and development initiatives * Completing all mandatory training modules, including current data protection requirements What Are We Looking For? To thrive in this role, you should bring: * Experience in customer-facing telephone roles (desirable) * Strong customer focus and dedication to delivering exceptional service * Teamwork skills, with a collaborative approach to achieving goals * A passion for innovation and continuous improvement * Effective problem-solving abilities to tackle challenges proactively * Results-oriented mindset, striving to exceed targets and expectations * Excellent communication skills, both written and verbal, to interact effectively with customers and colleagues This is your opportunity to join a dynamic team where your skills and dedication will make a real difference. Apply now to be considered for this exciting role. Please note: In the case of high application volume, the application window may close early. Who are we? IRIS Software Group is one of the UK’s largest privately held software companies. Its purpose is to be the most trusted provider of mission-critical software and services, ensuring customers get it right first time, every time. IRIS takes the pain out of processes and let professionals working in businesses and schools focus on the work they love. Its software solutions and services for finance, HR and payroll teams, educational organisations, and accountancy firms helps comply with regulations, drive productivity and better engage with key stakeholders. Through simplifying, automating and providing insights on everyday mission-critical tasks for organisations of all shapes and sizes, IRIS ensures customers can look forward with certainty and confidence. IRIS has over 120,000 UK and international customers with 80% having a tenure of five or more years. IRIS is the largest third-party online filer with the UK Government. Ninety-one of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms use IRIS software. Circa 20% of the UK’s workforce is paid by IRIS payroll offerings. More than 850,000 UK employees are managed by IRIS HR solutions. Over 11,000 UK schools and academies use IRIS, with four million parents and guardians using IRIS apps to connect with their children’s school; 300 million messages are delivered between schools and parents each year, and over £15 million transactional payments are processed every month. IRIS is placed 93rd in the Grant Thornton Sunday Times Top Track 250, which is compiled by Fast Track and published in The Sunday Times each September, celebrates Britain’s private mid-market growth companies with the biggest performance. Why you should apply… We believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. So, what can we offer you? * Competitive salary including quarterly commission scheme and bonus scheme * 26 days holiday allowance * Private medical healthcare * Life assurance * Pension * Complimentary benefits, including Bike to Work and discount schemes