Customer Services Analyst - 2nd Line (Accounting/AAT) - 20 hours per week
This is a Permanent, Part Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Job Summary
2nd Line Customer Service Analysts will support customers with the resolution of complex queries by carrying out detailed investigations. They will support escalated issues from the 1st line team and customers. They may be required to work with other internal departments and 3rd parties/stakeholders through to full fault resolution.
Main Responsibilities
- 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, conducting a detailed investigation to resolve complex technical queries
- Escalate highly complex queries to the 3rd line team
- Consistently achieve individual and team targets including Net Promoter Score and quality
- Prioritise daily workload and take ownership for meeting customer SLA’s
- Support and resolve escalations from the 1st line team and share approach with others for their benefit
- Support user acceptance testing
- Work collaboratively with internal departments, stakeholders/3rd parties to achieve full fault resolution
- Actively contribute to knowledge base content
- Positively contribute to the team environment, support others and work towards shared goals
- Demonstrate the IRIS values and promote the IRIS brand in a friendly and professional manner
- Ability and desire to progress through competency framework
- Take ownership for continually developing product knowledge and expertise
- Complete all mandatory training (current data protections modules)
Experience
- GCSE or equivalent in Maths and English at minimum Grade C
- AAT Level 3 (Education - Advantage)
- AAT Level 2 (Accountancy/HCM)
- SQL Qualification desirable
- Level 3 IT related qualification
- Advantageous (Hosted)
- Previous experience in a 1st line IT role
- essential (Hosted)
AND/OR
- Customer facing experience (telephone)
- 12 months + Industry relevant experience
- Relevant software support experience essential
- Experience of writing and executing SQL scripts preferred
- Familiarity with Microsoft Office
- Microsoft qualifications advantageous (Hosted)
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.
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.
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.
Why work for IRIS?
The Benefits
Developing your career
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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