We’re looking for an enthusiastic Customer Services Associate to join our first‑line support team working with our Accountancy Software. This entry‑level position is perfect for someone who enjoys talking to customers, working through problems, and growing their skills in a supportive, collaborative environment. You’ll be the first point of contact for customers needing help with our products. You’ll answer general queries, complete initial investigations, and either resolve the issue or pass it to the next support tier when needed. You’ll also work closely with internal teams and third‑party partners to ensure customers receive a fast, accurate, and friendly service. Key Responsibilities Respond to incoming customer cases and provide support across our Accountancy product range Create, update, and assign tickets in the CRM system, ensuring all details are captured Use available tools and resources to resolve queries at first contact wherever possible Escalate complex issues to the 2nd Line Support team when needed Meet individual and team targets, including Net Promoter Score and quality measures Prioritise workload effectively and take ownership of meeting customer SLAs Contribute to user acceptance testing when required Suggest improvements and content for the customer knowledge base Take initiative in developing your Accountancy product knowledge and technical skills Complete all mandatory training, including current data protection modules Experience: AAT Level 2 (or study in Accountancy, HCM, or related fields) A‑Level or equivalent in a relevant subject (desirable) Customer‑facing telephone experience (1 year preferred) Experience in HR, Payroll, or Accountancy environments (advantageous) Who This Role Is Perfect For School leavers, recent graduates, or early‑career professionals People who enjoy helping customers and solving problems Individuals who want to start a career in the tech or SaaS industry Fast learners who are ready to develop new skills and progress through our competency framework Why Join IRIS? You’ll join a friendly, supportive team that’s passionate about delivering great service. We offer clear development pathways, regular training, and opportunities to expand your skills across customer support, product knowledge, and technical troubleshooting. This is a great place to build a strong foundation for a long‑term career in technology. Please note we may close the vacancyy early due to high volume of applications 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 Generous holiday allowance Charity / volunteering days Income protection insurance Life assurance Employee Assistance Program Private healthcare Enhanced maternity pay Additional discount schemes Cycle to work scheme 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: Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training. Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values. 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. We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys. Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other. Documents