Generous holiday allowance
Charity / volunteering days
Income protection insurance

1st Line Customer Service Analyst (Part Time)

Salary Competitive + Benefits + Bonus
Location Remote, UK
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Fixed Term, Part Time vacancy that will close in {x} days at {xx:xx} BST.

IRIS has an exciting entry level part-time position for a 1st Line Customer Service Analysts where you will support customers with the resolution of general queries, carry out initial investigations and where necessary escalates to next level.



- Answer incoming cases from customers requiring support on our products

- Create and assign tickets in the CRM system for relevant teams collating information to support investigation and resolution

- Take a first contact resolution approach, carrying out an initial Investigation and resolving queries using available resources

- Escalate more complex queries to the 2nd Line Support team where appropriate

- Consistently achieve individual and team targets including Net Promoter Score and quality

- Prioritise daily workload and take ownership for meeting customer SLA’s

- May support user acceptance testing


Qualifications & Experience

- GCSE or equivalent in Maths and English at minimum Grade C

- Customer facing telephone experience, 1 Year+ preferred

- Industry relevant experience is advantageous (HR/Payroll/Accountancy)


Key Competencies

- Customer Focused

- Teamwork

- Innovation (continuous improvement)

- Problem solving

- Results focused

- Communication (written and verbal)

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.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.

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.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

Generous holiday allowance

Charity / volunteering days

Income protection insurance

Life assurance

Employee Assistance Program

Private healthcare

Enhanced maternity pay

Additional discount

Cycle to work

We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:

Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.

Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.

Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.

We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.

Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.

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