At a Glance
- Tasks: Support customers with their queries and ensure a top-notch experience with IRIS Financials applications.
- Company: Join IRIS, one of the UK's largest software companies, known for its innovative culture.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a supportive team in a dynamic environment with great career progression.
- Why this job: Make a real difference by helping customers and enhancing their experience with our products.
- Qualifications: AAT Level 3 certification or currently studying, plus strong customer service skills.
The predicted salary is between 30000 - 42000 £ per year.
Customer Services Analyst - 2nd Line
**This role can be hybrid and based in any UK IRIS Office (Heathrow Approach, Peterborough, Manchester or Leeds)**
The 2nd Line Customer Support Analyst sits within our dedicated customer support team at IRIS. The team works directly with our customers and represents IRIS by building key relationships, maintaining customer satisfaction and ensuring their loyalty by giving the best experience possible.
As a Customer Support Analyst, you will be responsible for supporting customers throughout their journey with IRIS Financials applications, therefore will possess excellent customer service skills and be passionate about customer experience.
The role always requires an outstanding level of support and a high standard of professionalism, as our customers are the backbone of the IRIS brand, and we wouldn’t be where we are without them!
In this role, you\'ll play a crucial part in assisting our customers with intricate queries by conducting thorough investigations. You will handle escalated issues from our 1st line team and customers, and you may collaborate with other internal departments and external parties until the issues are completely resolved.
Main responsibilities
- Answer incoming cases from customers requiring support on our products if needed
- Investigate and resolve queries by using FAQ’s, knowledge base and own investigative skills
- Meet call/case quality standards as set out in departmental guidelines
- Achieve and exceed team and personal Net Promoter Score targets
- Achieving personal and departmental performance targets set out for 2nd Line Customer Support Analysts
- Complete all mandatory training (current data protection modules)
- Promote the IRIS brand in a friendly and professional manner
- Escalate more complex queries to the 3rd Line Support team where appropriate
- Actively contribute to knowledge base content
- Build and demonstrate product knowledge to expected level
- Create support ticket in our CRM system recording all relevant information to aid investigation/resolution if needed
- Provide User Acceptance Testing for new product releases where required
- Resolve customer escalations effectively where possible
- Ability and desire to progress through competency framework
Experience & Qualifications
- AAT Level 3 certification or currently pursuing AAT Level 3 studies (Essential)
- GCSE or equivalent in Maths and English at Grade C or above
- Proficiency in customer interaction
- Familiarity with Microsoft Office Suite.
- Prior experience in a 1st or 2nd Line IT/software support role (desirable)
- Capability in writing and running SQL scripts (desirable)
- SQL Qualification (desirable)
- Level 3 IT-related qualification (desirable).
About IRIS
As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations. IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today. We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.
Customer Service Analyst - 2nd Line in London employer: IRIS Software Group
IRIS Software Group is an exceptional employer, offering a hybrid work environment across various UK locations, including Heathrow Approach, Peterborough, Manchester, and Leeds. With a strong focus on employee growth and development, IRIS fosters a supportive work culture that values customer satisfaction and teamwork, ensuring that every team member can thrive while contributing to the success of our innovative software solutions. As a certified Great Place to Work, we prioritise the well-being of our employees, making it a rewarding place for those seeking meaningful careers in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Analyst - 2nd Line in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS Software Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IRIS Software Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Analyst - 2nd Line in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IRIS Software Group:Your cover letter is your chance to shine! Tell us why you want to work at IRIS Software Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
