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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: Gain valuable experience in a collaborative environment with opportunities for growth.
- Other info: Fast-paced role with potential for early application closure due to high demand.
- 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’re 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.
About the role
As a 2nd Line Analyst, you’ll be responsible for resolving advanced customer queries related to HR and payroll functionality, payroll calculations, statutory requirements, and system behaviour. You’ll 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
What we’re looking for
- 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 employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Analyst - 2nd Line
✨Tip Number 1
Get to know the company inside out! Research their products, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since this role involves resolving complex queries, think of examples from your past experiences where you've tackled tough issues. Be ready to share these during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨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 us 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 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 customer service and how your background makes you a perfect fit for our 2nd Line Analyst role. Keep it engaging and personal!
Showcase Your Communication Skills: As a Customer Service Analyst, clear communication is key. In your application, demonstrate your ability to convey complex information simply. This will show us that you can handle advanced queries effectively.
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 our team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Stuff
Make sure you brush up on your HR and payroll knowledge, especially UK legislation. Familiarise yourself with common queries and issues that arise in a 2nd line support role. This will help you demonstrate your expertise and confidence during the interview.
✨Show Off Your Problem-Solving Skills
Prepare examples of complex customer queries you've resolved in the past. Think about how you approached the problem, what steps you took, and the outcome. This will showcase your analytical skills and ability to handle challenging situations.
✨Get Comfortable with the Tools
If you have experience with case management tools like Zoho, make sure to mention it. If not, do a bit of research on how such systems work. Being familiar with these tools can give you an edge and show that you're ready to hit the ground running.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since you'll be delivering support via phone, email, and live chat, strong communication skills are essential. Consider doing mock interviews with a friend to refine your delivery and ensure you come across as confident and approachable.