Job Description

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. That's where you come in.


As a

Customer Experience Executive

, you'll be the final point of contact for customers with complaints or ongoing issues. You'll 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 you're speaking directly to customers or coordinating actions with internal teams, you'll play a vital role in restoring trust and ensuring customers feel genuinely supported.


This is more than just a support role -- it's your chance to directly improve how we respond to customer complaints. You'll play a key part in turning frustrating situations into positive outcomes, showing our customers they've been heard and that we're 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, we'd love to hear from you.

This is a hybrid position, with 3 days each week spent in our friendly Manchester office hub (M1 4DY).

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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 they're 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.


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We'd 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.


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A meaningful role where you'll 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.


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


1??

Apply Online

Quick and simple--no 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 test--best 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 you'd contribute to the team.


4??

Panel Interview

Meet some of the other stakeholders you'd 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 -- we'd love to hear from you.

Apply today and help us turn challenges into opportunities -- together.

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.



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 UK's 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 child's school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 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.


It's vital these mission-critical functions work first time, every time.


That's 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.


We're delighted to be certified as a Great Place to Work and one of the UK's 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.

Email:

IRIS.HR@iris.co.uk

Phone:

0344 815 5500