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Ciphr has an exciting opportunity for a Payroll Rapid Response Analyst to join the team as we grow and develop. You will be joining a dedicated Customer Experience team who are passionate about supporting our customers and each other to the best of their ability. In this role you will be the first line response for customer support, covering our Payroll Cloud software . At Ciphr our priority is ensuring that the work we do is adding value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles. We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed. We value teamwork and collaboration and are keen to explore applications from those who are comfortable working from our Reading office 3 times per week.
Job Responsibility:
Interacting with customers over various communication channels (phone, email, chat, or social media) to answer queries, troubleshoot problems, and resolve issues
Ensuring that customers' expectations are managed well
Having a good understanding of the product/service and troubleshooting technical issues
Keeping detailed records of customer interactions, issues, and resolutions
Maintaining a knowledge base of common problems and solutions that can be used to help customers in the future
Identifying and resolving customer issues as quickly as possible
Requirements:
A background in payroll and knowledge of payroll processes
Experience in a Customer/Technical Support role/environment
Experience using web-based applications
Strong analytical skills and approach technical issues logically
Excellent communication skills
Good time management and workload prioritisation skills
Strong literacy, numeracy and IT skills
A good knowledge of Microsoft Office products (Word, Excel and Outlook)
The ability to remain calm under pressure
Team player but equally self-driven
Nice to have:
Previous experience supporting SaaS applications would be a bonus but not essential
Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential
What we offer:
30 days annual leave plus bank holidays
Family National Trust Membership
Birthday day off
Religious holiday swap
Family forming support - e.g., time off for family forming appointments or to support your partner
Enhanced maternity and paternity leave
Work from Anywhere for 4 weeks per year
Volunteering days for 2 days per year
Cycle to work scheme
Pension
Health cash plan
Life assurance
Technology/home improvements Loans
Perks at Work – access to exclusive discounts, cinema tickets, etc.
Regular training
£1,500 employee referral scheme
Medical Cover and Dental cover (after 6 months’ service)
Income Protection insurance (after 12 months’ service)