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- Tasks: Support customers with HR and payroll queries using our cloud-based software.
- Company: Join IRIS, a leading UK software company transforming education and payroll services.
- Benefits: Generous holiday allowance, private healthcare, and career development opportunities.
- Other info: Collaborative culture with opportunities for continuous improvement and career growth.
- Why this job: Make a real impact in the education sector while developing your expertise in HR and payroll.
- Qualifications: Experience in 2nd line support and strong understanding of HR/payroll processes required.
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.
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
- 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
- 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 (Every HR) employer: Placeholder Commercial Real Estate Platform
Contact Detail:
Placeholder Commercial Real Estate Platform Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Analyst - 2nd Line (Every HR)
✨Tip Number 1
Get to know the company inside out! Research IRIS and its products, especially the HR and Payroll software. This will help you tailor your conversations during interviews and show that you're genuinely interested in what we do.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with complex queries, think of examples from your past experiences where you've successfully resolved issues. Be ready to share these stories during your interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role 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 noticed. Plus, it shows you're keen on joining our team at IRIS. So, get that application in ASAP!
We think you need these skills to ace Customer Services Analyst - 2nd Line (Every HR)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Services Analyst role. Highlight your experience with HR and payroll systems, and show us how your problem-solving skills can shine in a SaaS environment.
Showcase Your Communication Skills: As a 2nd Line Analyst, you'll be communicating with customers and technical teams. Use your application to demonstrate your confident communication style and how you handle complex queries effectively.
Be Specific About Your Experience: When detailing your past roles, focus on specific examples that relate to HR and payroll processes. Mention any experience with UK payroll legislation and how you've supported clients in similar sectors.
Apply Early!: We sometimes close vacancies early if we get a lot of applications, so don’t wait! Head over to our website and submit your application as soon as you can to ensure you don’t miss out on this opportunity.
How to prepare for a job interview at Placeholder Commercial Real Estate Platform
✨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 the education sector, as this will show you’re prepared and knowledgeable.
✨Practice Problem-Solving
Since the role involves resolving complex queries, practice articulating your thought process when tackling problems. Use examples from your past experience to demonstrate how you’ve successfully resolved similar issues.
✨Get Comfortable with Tools
Familiarise yourself with Zoho or any other case management tools mentioned in the job description. Being able to discuss how you’ve used similar tools in previous roles can give you an edge.
✨Show Your Communication Skills
As a Customer Services Analyst, clear communication is key. Prepare to showcase your ability to explain complex information simply and effectively, whether it’s through phone, email, or live chat.