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- Tasks: Support customers with complex HR and payroll queries using our cloud-based software.
- Company: Join a purpose-driven team dedicated to improving education through technology.
- Benefits: Competitive salary, collaborative culture, and opportunities for professional growth.
- Other info: Dynamic environment with opportunities to collaborate across teams.
- Why this job: Make a real difference in schools while developing your expertise in HR and payroll.
- Qualifications: Experience in 2nd line support and strong understanding of HR/payroll processes.
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
Why join us?
- 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 in Slough 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 in Slough
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process.
✨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, so you can showcase your problem-solving skills during the chat.
✨Tip Number 3
Practice your communication skills! Since you'll be dealing with complex queries, being able to explain things clearly is key. Try role-playing with a friend to get comfortable with potential scenarios.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Services Analyst - 2nd Line in Slough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in HR and payroll systems. We want to see how your skills match the role, so don’t be shy about showcasing your problem-solving abilities and any relevant SaaS experience.
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 and how your background makes you a perfect fit for our team at StudySmarter.
Showcase Your Communication Skills: As a Customer Services Analyst, clear communication is key. In your application, highlight examples where you’ve effectively resolved complex queries or collaborated with technical teams. We love seeing those confident communicators!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands quickly. Plus, it shows us you’re keen on joining the StudySmarter family!
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. Be ready to discuss specific scenarios where you've solved complex queries or improved processes in previous roles.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenging customer issues in the past. Think about times when you had to investigate a problem and collaborate with technical teams to find a solution.
✨Familiarise Yourself with the Tools
Get comfortable with Zoho or similar case management systems. If you can demonstrate your ability to log and manage cases efficiently, it’ll show you're ready to hit the ground running.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. Since you'll be supporting customers via phone, email, and live chat, being able to convey complex information simply is key.