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- Tasks: Handle customer support cases and resolve complex technical queries.
- Company: Join IRIS, a company that values innovation and personal growth.
- Benefits: Enjoy a collaborative environment with opportunities for career development.
- Why this job: Make a real impact while being part of a dynamic team.
- Qualifications: Experience in customer support; AAT Level 2 or 3 preferred.
- Other info: Be yourself and contribute ideas in a supportive workplace.
The predicted salary is between 21600 - 36000 £ per year.
We’re hiring! Join Team IRIS. Ready to level up your customer service career? We’re on the lookout for a 2nd Line Customer Service Analyst to join our dynamic team at IRIS! If you’re naturally curious, love solving complex problems, and thrive in a collaborative environment - this could be your next big move.
What you’ll be doing:
- Handle incoming support cases and escalations from customers & our 1st line team.
- Investigate and resolve complex technical queries—first time where possible!
- Log and assign tickets with clear info to help drive fast, effective resolutions.
- Collaborate with 3rd line support, internal teams, and external partners.
- Support UAT testing and contribute to our internal knowledge base.
- Prioritise your workload, meet SLAs, and deliver on team KPIs (like NPS & quality).
- Share your knowledge and support your teammates - success is a team sport!
What we’re looking for:
- Solid experience in customer support or technical service (2nd line ideal!).
- AAT Level 2 or 3 (bonus points if you’ve got an IT or SQL qualification too).
- Clear communicator, calm under pressure, and passionate about great service.
- A problem-solver at heart with great attention to detail.
- Comfortable using CRM/ticketing systems and eager to learn new tools.
- Self-driven with a desire to grow, develop, and make a real impact.
Why join IRIS? At IRIS, we don’t just offer jobs—we build careers. You’ll be part of a company that values innovation, teamwork, and personal growth. You’ll have the freedom to develop, contribute ideas, and be yourself—all while making a difference for thousands of customers.
Ready to apply? Click Apply Now and take the next step in your journey with us. We can’t wait to meet you!
Customer Service Representative employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Familiarise yourself with common customer service scenarios and technical issues that might arise in a 2nd line support role. This will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Brush up on your knowledge of CRM and ticketing systems, as well as any relevant IT or SQL concepts. Being able to discuss these tools confidently can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully collaborated with teams in the past. Highlighting your teamwork skills will show that you understand the importance of working together to achieve customer satisfaction.
✨Tip Number 4
Research IRIS and its values to align your answers with their company culture. Showing that you resonate with their focus on innovation and personal growth can make a positive impression.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the 2nd Line Customer Service Representative position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer support or technical service. Use bullet points to make it easy to read, and include specific examples of how you've solved complex problems in previous roles.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and problem-solving. Mention your familiarity with CRM/ticketing systems and any relevant qualifications like AAT or IT certifications. Make sure to convey your enthusiasm for joining IRIS and contributing to their team.
Proofread Your Application: Before submitting, take the time to proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at IRIS Software Group
✨Showcase Your Problem-Solving Skills
As a 2nd Line Customer Service Representative, you'll be tackling complex issues. Prepare examples of past experiences where you successfully resolved difficult customer queries or technical problems. This will demonstrate your ability to think critically and act decisively.
✨Familiarise Yourself with CRM Tools
Since the role involves using CRM and ticketing systems, make sure you're comfortable discussing any relevant tools you've used in the past. If you have experience with specific software mentioned in the job description, highlight that during your interview.
✨Emphasise Team Collaboration
IRIS values teamwork, so be ready to discuss how you've worked effectively within a team in previous roles. Share instances where you supported colleagues or collaborated on projects to achieve common goals, showcasing your team spirit.
✨Prepare Questions About the Company
Demonstrate your interest in IRIS by preparing thoughtful questions about their culture, values, and future projects. This not only shows your enthusiasm for the role but also helps you assess if the company aligns with your career aspirations.
