Customer Services Analyst

Breedon Group; Remote; GBP 25,000 - 35,000; Full time

Job summary

An established education services provider is seeking a Customer Services Analyst to ensure smooth operations for schools. This remote full-time position involves handling customer inquiries, guiding users through solutions, and managing incidents via a helpdesk system. Ideal candidates will have experience in a service role, excellent communication skills, and a positive attitude. With flexible working hours and comprehensive training, this role offers a great opportunity for career growth.

Benefits

Full training and support

Career growth opportunities

Flexible remote working

Qualifications

• Experience in a Service Desk or Helpdesk role.
• Confidence with incident/ticket logging systems.
• Calm and professional communication skills.

Responsibilities

• Answer customer questions via helpdesk, phone, or email.
• Log and manage incidents in the system.
• Spot recurring problems and share with the team.

Skills

Experience working in a Service Desk or Helpdesk role

Excellent communication

Attention to detail

Experience supporting software or SaaS products

Knowledge or experience with iSAMS

Job description

Our Customer Services team is the friendly voice and problem‑solving hub behind it all – supporting teachers, administrators, and IT teams who rely on iSAMS every day. If you enjoy helping people, explaining how things work, and solving problems, this could be a great fit for you. This is a remote, full‑time role working a rotating shift pattern: 06:00‑14:00, 08:00‑16:00, and 10:00‑18:00, Monday to Friday (alternating weekly between the three shifts).

Why This Role Matters: As a Customer Services Analyst (2nd Line), you'll play a key role in keeping schools running smoothly. You'll respond to customer queries, figure out what’s going wrong, and guide users through the right solutions. Most queries are simple “how‑to” questions – front‑end only, not technical back‑end work. You'll listen carefully, understand what the customer needs, and use your product knowledge to give them the right advice. You'll only raise issues if absolutely necessary. Because our customers are schools, the workload changes through the year – with busy times around term starts and reporting periods. You'll receive full training when you join, and there's plenty of room to grow your career in the wider IRIS Education team.

What Will You Be Doing?

• Answering customer questions via our helpdesk, phone, or email.
• Helping users with “how‑to” queries and guiding them step‑by‑step.
• Logging and managing incidents through our system, keeping everything up to date.
• Spotting recurring problems and sharing them with the team for improvement.
• Highlighting potential software bugs for further review.
• Staying informed about product updates and new features.
• Sharing your knowledge with others and supporting new joiners when needed.

Qualifications & Experience

• Experience working in a Service Desk or Helpdesk role.
• Confidence using an incident/ticket logging system.
• Excellent communication – calm, clear, and professional.
• A logical, organised way of working.
• Strong attention to detail and good time management.
• A helpful, positive attitude and willingness to learn.
• Experience supporting software or SaaS products.
• Worked in a school or education setting, especially using Management Information Systems (MIS).
• Knowledge or experience with iSAMS.
• A teaching or school administration background.

Why Join IRIS?

• Purpose in your work – you'll help schools focus on what really matters: education.
• Full training and support – we'll make sure you're confident before handling queries on your own.
• Career growth – clear paths for progression across our Education teams.
• A friendly, supportive team – everyone helps each other.
• Flexible, remote working – enjoy the balance of working from home with structured shifts.