Customer Service Representative

ZipRecruiter; Slough; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company as a 2nd Line Customer Service Representative and take your career to the next level! You will handle complex customer queries, investigate issues, and collaborate with various teams. Ideal candidates will possess relevant customer support experience and strong problem-solving skills.

Qualifications

• Solid experience in customer support, ideally 2nd line.
• Clear communicator, calm under pressure.
• Eager to learn new tools and support teammates.

Responsibilities

• Handle incoming support cases and escalations.
• Investigate and resolve complex technical queries.
• Collaborate with internal teams and external partners.

Skills

Customer support experience

Problem-solving

Attention to detail

Clear communication

Education

AAT Level 2 or 3

IT or SQL qualification

Tools

CRM/ticketing systems

Job description

Job Description

We’re hiring! | 2nd Line Customer Service Representative | Join Team IRIS

Ready to level up your customer service career? We’re on the lookout for a 2nd Line Customer Service Analyst to join our dynamic team at IRIS! If you're naturally curious, love solving complex problems, and thrive in a collaborative environment - this could be your next big move.

What you’ll be doing:

• Handle incoming support cases and escalations from customers & our 1st line team
• ️️ Investigate and resolve complex technical queries—first time where possible!
• ️ Log and assign tickets with clear info to help drive fast, effective resolutions
• Collaborate with 3rd line support, internal teams, and external partners
• Support UAT testing and contribute to our internal knowledge base
• Prioritize your workload, meet SLAs, and deliver on team KPIs (like NPS & quality)
• Share your knowledge and support your teammates - success is a team sport!

What we’re looking for:

• Solid experience in customer support or technical service (2nd line ideal!)
• AAT Level 2 or 3 (bonus points if you’ve got an IT or SQL qualification too)
• Clear communicator, calm under pressure, and passionate about great service
• A problem-solver at heart with great attention to detail
• ️ Comfortable using CRM/ticketing systems and eager to learn new tools
• Self-driven with a desire to grow, develop, and make a real impact

Why join IRIS?

At IRIS, we don’t just offer jobs—we build careers. You’ll be part of a company that values innovation, teamwork, and personal growth. You’ll have the freedom to develop, contribute ideas, and be yourself—all while making a difference for thousands of customers.

Ready to apply? Click Apply Now and take the next step in your journey with us.

We can't wait to meet you!

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