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- Tasks: Support customers with IRIS Financials applications and resolve complex queries.
- Company: Join IRIS, a leading UK software company known for innovation and excellence.
- Benefits: Hybrid work options, competitive salary, and a supportive team environment.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: AAT Level 3 certification or pursuing it, plus strong customer service skills.
- Other info: Great career growth opportunities in a certified Great Place to Work.
The predicted salary is between 28800 - 43200 £ 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 employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Analyst - 2nd Line
✨Tip Number 1
Network like a pro! Reach out to current or former employees at IRIS on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations and be ready to showcase your problem-solving skills. We want to see that passion for customer experience!
✨Tip Number 3
Show off your knowledge of IRIS products during the interview. Familiarise yourself with our software solutions and think about how you can contribute to enhancing customer satisfaction. It’ll show you’re genuinely interested in the role!
✨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 keen on joining the IRIS family!
We think you need these skills to ace Customer Service Analyst - 2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Analyst role. Highlight any previous customer support experience and relevant qualifications, like your AAT Level 3 certification.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for customer service and how you can contribute to IRIS. Mention specific examples of how you've resolved complex queries in the past.
Show Off Your Soft Skills: As a Customer Support Analyst, communication is key! In your application, emphasise your ability to build relationships and maintain customer satisfaction. We want to see your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the IRIS team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand what makes a great customer experience and be ready to share examples from your past roles. This will show that you’re not just familiar with the theory but can apply it in real situations.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS Financials applications and their features. Being able to discuss specific products during your interview will demonstrate your genuine interest in the role and help you stand out as a candidate who is proactive and well-prepared.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of a few challenging customer interactions you've handled in the past and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Show Your Passion for Customer Experience
During the interview, convey your enthusiasm for providing excellent customer service. Share why you believe customer satisfaction is crucial and how you’ve gone above and beyond in previous roles to ensure customers feel valued and supported.