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
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Deliver advanced HR and payroll support via phone, email, and live chat
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Resolve complex payroll queries including calculations, statutory deductions, and corrections
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Investigate system or data issues and escalate where required with clear diagnostics
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Accurately log and manage cases using Zoho
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Collaborate with Product and Engineering to share customer feedback and recurring issues
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Support the development of customer guidance, FAQs, and internal knowledge
What we’re looking for
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Experience in a 2nd line customer support role, ideally within a SaaS or software environment
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Strong understanding of HR and/or payroll processes
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Knowledge of UK payroll legislation and statutory requirements
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Experience supporting education, public sector, or multi-client payrolls is desirable
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Confident communicator with strong problem-solving skills
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Comfortable managing multiple cases and priorities
Why join us?
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Work with purpose driven products used by schools across the UK
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Develop deeper expertise in HR and payroll SaaS
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Collaborative culture with strong links across Product, Engineering, and Customer teams
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.
INDMED
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.
Email: [email protected]
Phone: 0344 815 5500
