Customer Services Analyst

Johnson Controls; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading educational software company is seeking a Customer Services Analyst (2nd Line) to help schools work smarter by addressing customer inquiries related to their iSAMS system. This remote, full-time position offers flexible working hours within a structured shift pattern. Responsibilities include answering customer questions, guiding users through solutions, and managing incidents. The role provides opportunities for career growth within a supportive team that values education and collaboration.

Benefits

Full training and support

Career growth opportunities

Friendly and supportive team

Flexible remote working

Qualifications

• Enjoy helping people and explaining how things work.
• Ability to guide users through solutions.
• Effective listening and understanding skills.

Responsibilities

• Respond to customer queries through helpdesk, phone, or email.
• Assist users with 'how-to' questions.
• Log and manage incidents through the system.
• Identify recurring issues and report them.
• Highlight potential software bugs for review.
• Stay informed about product updates.
• Support new joiners when needed.

Skills

Problem-solving

Customer service

Communication

Attention to detail

Job description

At IRIS Software Group, we create software that helps schools work smarter. Our iSAMS system is used by schools around the world to manage everything from timetables and attendance to parent communication and reporting. 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 that operates on 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. Because our customers are schools, the workload changes throughout the year, with busy periods around term starts and reporting dates. 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 You’ll 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 to drive 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.

Benefits

• 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.