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- Tasks: Support customers with advanced HR and payroll queries using our cloud-based software.
- Company: Join a purpose-driven team dedicated to improving education through technology.
- Benefits: Gain valuable experience in a collaborative environment with strong career growth.
- Other info: Dynamic role with opportunities to collaborate across teams and enhance customer support.
- Why this job: Make a real difference in schools while developing your expertise in HR and payroll.
- Qualifications: Experience in 2nd line support, knowledge of HR/payroll processes, and strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Customer Service Analyst 2nd Line to join our Every HR team, supporting customers using our cloud-based HR and Payroll software, primarily within the education sector. This role is ideal for someone with solid HR or payroll systems experience who enjoys problem solving, supporting customers with complex queries, and working closely with technical and product teams in a SaaS environment.
As a 2nd Line Analyst, you will be responsible for resolving advanced customer queries related to HR and payroll functionality, payroll calculations, statutory requirements, and system behaviour. You will act as a subject-matter expert within the support team and help drive continuous improvement in how we support our customers.
Key responsibilities:- Deliver advanced HR and payroll support via phone, email, and live chat
- Resolve complex payroll queries including calculations, statutory deductions, and corrections
- Investigate system or data issues and escalate where required with clear diagnostics
- Accurately log and manage cases using Zoho
- Collaborate with Product and Engineering to share customer feedback and recurring issues
- Support the development of customer guidance, FAQs, and internal knowledge
- Experience in a 2nd line customer support role, ideally within a SaaS or software environment
- Strong understanding of HR and/or payroll processes
- Knowledge of UK payroll legislation and statutory requirements
- Experience supporting education, public sector, or multi-client payrolls is desirable
- Confident communicator with strong problem-solving skills
- Comfortable managing multiple cases and priorities
- Work with purpose driven products used by schools across the UK
- Develop deeper expertise in HR and payroll SaaS
- Collaborative culture with strong links across Product, Engineering, and Customer teams
Please note: We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.
Customer Services Analyst - 2nd Line employer: Iris Recruitment
Contact Detail:
Iris Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Analyst - 2nd Line
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by brushing up on your HR and payroll knowledge. Familiarise yourself with common queries and issues that customers face. Show us you’re ready to tackle those complex problems head-on!
✨Tip Number 3
Practice your communication skills! Since you’ll be dealing with customers, being able to explain complex concepts in simple terms is key. Try role-playing with a friend to get comfortable.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Customer Services Analyst - 2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of a Customer Services Analyst - 2nd Line. Highlight your experience with HR and payroll systems, and don’t forget to mention any SaaS environments you've worked in. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting customers in the education sector. Share specific examples of how you've solved complex queries in the past, and let us know why you’d be a great fit for our team.
Show Off Your Problem-Solving Skills: In your application, make sure to showcase your problem-solving abilities. We love candidates who can think on their feet and tackle challenges head-on. Include examples of how you've resolved tricky issues in previous roles, especially related to payroll or HR.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, it helps us keep track of your application better!
How to prepare for a job interview at Iris Recruitment
✨Know Your Stuff
Make sure you brush up on your HR and payroll knowledge, especially UK legislation. Being able to discuss specific statutory requirements and payroll calculations will show that you're not just familiar with the basics but can handle complex queries.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've resolved challenging customer issues in the past. Think about times when you had to investigate a problem or collaborate with technical teams. This will demonstrate your ability to tackle the advanced queries you'll face in this role.
✨Familiarise Yourself with the Tools
Get to know Zoho or similar case management systems if you haven't already. Being comfortable with logging and managing cases will give you an edge and show that you're ready to hit the ground running.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. As a Customer Services Analyst, you'll need to communicate effectively with customers and colleagues alike. Consider doing mock interviews to refine your communication style.