Customer Services Analyst (Education, iSAMS)
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Are you passionate about delivering exceptional customer service? Do you thrive in dynamic environments where every day brings new challenges? If so, we’d love to hear from you!
At IRIS Software, we’re seeking an enthusiastic Customer Services Analyst to join our dedicated iSAMS Customer Services team. In this role, you’ll play a pivotal part in ensuring our customers receive seamless support as you troubleshoot issues, resolve queries, and help schools make the most of our powerful iSAMS solutions.
This is more than just a role on the Service Desk—it’s a chance to make a real difference for educators and learners, all while building your skills and career in a supportive, forward-thinking team.
What Will You Be Doing?
As a Customer Services Analyst, you’ll be the first point of contact for iSAMS customers, providing support via our helpdesk portal, telephone, and email. Your day-to-day responsibilities will include:
- Managing and resolving customer enquiries or escalating them to the right teams.
- Conducting initial troubleshooting and diagnostics.
- Maintaining up-to-date and accurate ticket statuses in our Incident Management system.
- Ensuring prompt responses to all new tickets, aiming for an average response time of 15 minutes.
- Assisting with ‘How To’ queries and identifying recurring trends for improvement.
- Detecting potential software bugs and sharing insights with relevant teams.
- Updating support forums and occasionally delivering client training.
- Continuously learning about the iSAMS product and staying updated on developments.
What Are We Looking For?
We’re searching for candidates who bring enthusiasm, dedication, and these key qualities:
Knowledge and Experience
- Experience in a Service Desk or Helpdesk environment, managing incidents to resolution or escalation.
- A strong background in customer service, with direct client interaction.
- Familiarity with call logging systems and incident management principles (ITIL practices).
- Application or SaaS product support experience (desirable).
- Knowledge of the education sector, especially working with Management Information Systems (MIS) (desirable).
Key Competencies
- A meticulous approach to tasks and a keen eye for detail.
- Excellent written and verbal communication skills.
- Self-motivation and the ability to thrive in a collaborative team environment.
- A logical and organised mindset, with outstanding task and priority management.
- Adaptability to changing demands and a proactive, "can-do" attitude.
- A passion for continuous learning and professional growth.
Why Join Us?
At IRIS, we pride ourselves on fostering a culture where your ideas are valued, and your professional growth is supported. Joining the iSAMS team means:
- Working on meaningful projects that make a difference for schools and students.
- Becoming part of a collaborative and innovative environment.
- Access to ongoing training and career development opportunities.
If you’re excited about delivering outstanding service and being part of a team that’s revolutionising school communication, we want to hear from you!
Click Apply Now and take the next step in your career with IRIS Software.
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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