Job Description

The Vacancy
At IRIS Software Group, we help thousands of accountancy firms across the UK run more efficiently through our trusted software. From small practices to nationwide firms, our products handle everything from tax to compliance - giving accountants more time to focus on their clients.
Our Customer Services team plays a vital role in that success. They're the calm, knowledgeable experts who make sure our customers get the help they need, when they need it.
We're now expanding our Hosted Services team - the people who support accountants using our software in the cloud - and we're looking for friendly, problem-solving people who enjoy technology, helping others, and want to build a long-term career in IT customer support.
?? What Does "Hosted Services" Mean?
Our Hosted Services team supports customers who use the IRIS Accountancy Suite through a secure cloud-based desktop environment.
Instead of running the software on their own servers, our customers log in via Microsoft Azure-hosted virtual desktops, allowing them to work securely from anywhere while IRIS takes care of hosting, updates, and maintenance.
You'll be the person they contact when something doesn't go quite right - whether that's a login issue, a connection problem, or a performance question about their hosted applications. You'll troubleshoot, guide, and support them so they can get back to work quickly and confidently.
? What Will You Be Doing?
As a Customer Services Associate, you'll be one of the first people our customers speak to when they need help. You'll:

• Respond to customer queries via phone, email, or online portal
• Log and investigate issues, providing clear and helpful updates
• Resolve common access or performance problems using diagnostic tools
• Escalate more complex queries to our infrastructure or specialist teams when needed
• Keep customers informed throughout and ensure they feel supported
• Contribute to internal knowledge sharing and process improvements

Every interaction is about making things simpler, faster, and more reliable for our customers.
? What Are We Looking For?
This is a great opportunity for someone who enjoys problem-solving, learning about technology, and supporting others.
You'll do well here if you're:

• A clear and confident communicator, both on the phone and in writing
• Calm, patient, and organised, even when juggling multiple cases
• Comfortable using Microsoft Office and learning new systems
• Naturally curious - you like understanding how things work
• A team player who's always willing to help others

It's a bonus (but not essential) if you have:

• Experience in customer service, IT support, or help desk environments
• Familiarity with Microsoft Azure, cloud hosting, or virtual desktops
• Exposure to ITIL principles or interest in hosting/infrastructure
• Studied or are studying an IT, Computer Science, or technology-related qualification
• A genuine passion for tech - maybe you build PCs, explore new apps, or troubleshoot for friends in your spare time

Whether you've worked in support, retail, or admin before - if you're naturally tech-minded and love helping people, we'll help you turn that interest into a rewarding career.
? What Can IRIS Offer You?
Joining IRIS means becoming part of a company that values your growth and wellbeing.
You'll get:

• Structured training and onboarding to build your technical expertise
• A hybrid working model - typically 3 days in the office, 2 from home
• Clear career progression into technical specialist or leadership roles
• A friendly, supportive culture where collaboration and curiosity are encouraged
• Access to benefits including pension, wellbeing support, and staff discounts

Many of our senior technical and support colleagues began their IRIS journey in this very role - so your career can grow here too.
? Ready to Join Us?
If you're curious about technology, love solving problems, and enjoy helping others, this could be the perfect next step.
? Apply today and start your journey with IRIS.
About IRIS
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.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Leading
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Excelling
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Growing
Offering regular training and development programmes tailored to each employee's development needs and providing a commitment to a 'learning culture' which shares knowledge, best practice and our long-standing expertise between employees.
Listening
We're committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Sharing
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.

Skills Required