Customer Services Associate – 1st Line (HR/Payroll)

Job title:

Customer Services Associate – 1st Line (HR/Payroll)

Company

IRIS Software

Job description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn? IRIS Software Group are seeking dedicated individuals to join our team as Customer Services Analysts – 1st Line. In this role, you will play a pivotal part in supporting our customers, resolving queries, and ensuring their satisfaction with our products and services.We’re looking for candidates to join us on both permanent and fixed-term contracts.What Will You Be Doing?As a Customer Services Analyst – 1st Line, your responsibilities will include:

• Responding to incoming customer cases, providing support and guidance on our products
• Logging and managing tickets in our CRM system, ensuring all relevant information is collated for investigation and resolution
• Taking a proactive approach to resolving queries through initial investigations and utilizing available resources
• Escalating more complex issues to the 2nd Line Support team when necessary
• Achieving individual and team targets, including Net Promoter Score and quality metrics
• Prioritizing daily workload to meet customer SLAs and ensure timely resolutions
• Supporting user acceptance testing and contributing to the knowledge base content
• Fostering a positive team environment, collaborating with colleagues to achieve shared objectives
• Exemplifying IRIS values and representing our brand with professionalism and warmth
• Actively participating in our competency framework to enhance skills and career progression
• Continually developing expertise in our products through ongoing training and development initiatives
• Completing all mandatory training modules, including current data protection requirements

What Are We Looking For?To thrive in this role, you should bring:

• Experience in customer-facing telephone roles (desirable)
• Strong customer focus and dedication to delivering exceptional service
• Teamwork skills, with a collaborative approach to achieving goals
• A passion for innovation and continuous improvement
• Effective problem-solving abilities to tackle challenges proactively
• Results-oriented mindset, striving to exceed targets and expectations
• Excellent communication skills, both written and verbal, to interact effectively with customers and colleagues

This is your opportunity to join a dynamic team where your skills and dedication will make a real difference. Apply now to be considered for this exciting role.Please note: In the case of high application volume, the application window may close early.For UK candidates only:
Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.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:Phone:

Expected salary

Location

Leeds

Job date

Sat, 23 Nov 2024 08:24:20 GMT

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