Customer Experience Executive

Help us turn customer complaints into better experiences and shape how thousands of customers feel about IRIS.

At IRIS we care deeply about our customers and we know that how we handle things when they go wrong is just as important as when everything runs smoothly. Thats where you come in.

As a Customer Experience Executive youll be the final point of contact for customers with complaints or ongoing issues. Youll take full ownership of each case making sure every problem is managed with care urgency and professionalism guiding it through to a fair and thoughtful resolution. Whether youre speaking directly to customers or coordinating actions with internal teams youll play a vital role in restoring trust and ensuring customers feel genuinely supported.

This is more than just a support role its your chance to directly improve how we respond to customer complaints. Youll play a key part in turning frustrating situations into positive outcomes showing our customers theyve been heard and that were serious about putting things right. If you stay calm under pressure care about doing things properly and want to help shape a better customer experience wed love to hear from you.

This is a hybrid position with 3 days each week spent in our friendly Manchester office hub (M14DY).

What Will YouBe Doing

• Handling customer complaints from start to finish Taking full ownership of each case and ensuring every issue is resolved in line with our service expectations.
• Keeping customers updated Providing regular transparent updates that reassure and inform.
• Leading customer calls Running complaint-handling conversations with professionalism empathy and clarity.
• Working with teams across IRIS Coordinating actions following up with stakeholders and making sure every part of the resolution process runs smoothly.
• Dealing with sensitive situations Supporting customers when theyre frustrated or disappointed and helping to turn things around.
• Spotting trends and issues Feeding into wider service improvements by identifying recurring problems or inefficiencies.
• Staying organised and accountable Managing your caseload effectively documenting cases clearly and meeting agreed service levels.
• Supporting your teammates Sharing knowledge and contributing to a positive collaborative team culture.

Who Are WeLooking For

Wed love to hear from you if you:

• Have experience handling customer complaints or complex queries.
• Communicate clearly and confidently especially when situations are challenging.
• Stay calm under pressure and bring a proactive solution-focused mindset.
• Can juggle multiple priorities and work independently to meet deadlines.
• Use empathy and good judgement to handle sensitive conversations.
• Are comfortable using Microsoft Office and CRM systems.
• Have strong attention to detail and always follow things through.
• Enjoy working as part of a team and building great relationships.

Why Apply

• A meaningful role where youll make a real difference to the customer experience.
• A supportive environment where your ideas and input are genuinely valued.
• Plenty of variety and opportunities to learn every day.
• Ongoing training and development to help you grow your career.
• A friendly close-knit team that works hard supports each other and celebrates success.

What Can You Expect From Our Application Process

We know that exploring a new opportunityis a big decision. Our process is simple supportive and designed to help you succeed:

1 Apply Online
Quick and simpleno long forms.

2 Initial Interview (plus Online Assessments)
A friendly chat with our Talent team and two short assessments (CCAT EPP).

• The CCAT is a quick 15-minute timed testbest completed somewhere quiet with a pen and paper.
• The EPP is untimed giving you space to work through it comfortably.

3 Hiring Manager Interview
A deeper dive into your experience and how youd contribute to the team.

4 Panel Interview
Meet some of the other stakeholders youd work with and share your ideas.

Ready to take the next step
If you care about customer experience thrive on problem-solving and want to play a key part in making things better for our customers wed love to hear from you.

Apply today and help us turn challenges into opportunities together.

Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

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.

All successful candidates will be required to undergo a basic DBS check

INDLOW

As one of the UKs 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 childs school 18% of UK employees are paid via an IRIS payroll solution 50000 SMEs use IRIS cloud bookkeeping and 21000 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.

Its vital these mission-critical functions work first time every time.

Thats 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.

Were delighted to be certified as a Great Place to Work and one of the UKs 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.