This is a permanent, full-time vacancy that will close in 18 days at 23:59 BST.
The Vacancy
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 know that handling issues effectively 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, ensuring every problem is managed with care, urgency, and professionalism—guiding it to a fair and thoughtful resolution. Whether speaking directly to customers or coordinating with internal teams, you’ll play a vital role in restoring trust and ensuring customers feel supported.
This is more than just a support role—it’s your chance to directly improve our response to customer complaints. You’ll help turn frustrating situations into positive outcomes, demonstrating that customers have been heard and that we’re committed to resolving issues. 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 in our friendly Manchester office (M14DY).
What Will You Be Doing?
* Handling customer complaints from start to finish – Taking full ownership and ensuring issues are resolved in line with our service standards.
* Keeping customers updated – Providing regular, transparent updates to reassure and inform.
* Leading customer calls – Conducting complaint-handling conversations with professionalism, empathy, and clarity.
* Working with teams across IRIS – Coordinating actions, following up with stakeholders, and ensuring smooth resolution processes.
* Dealing with sensitive situations – Supporting frustrated or disappointed customers and turning situations around.
* Spotting trends and issues – Contributing to service improvements by identifying recurring problems or inefficiencies.
* Staying organized and accountable – Managing caseloads effectively, documenting cases clearly, and meeting service levels.
* Supporting your teammates – Sharing knowledge and fostering a positive team environment.
Who Are We Looking For?
We’d love to hear from you if you:
* Have experience handling customer complaints or complex queries.
* Communicate clearly and confidently, especially in challenging situations.
* Remain calm under pressure and have a proactive, solution-focused approach.
* Can juggle multiple priorities and work independently to meet deadlines.
* Use empathy and good judgment in sensitive conversations.
* Are comfortable with Microsoft Office and CRM systems.
* Have strong attention to detail and follow through.
* Enjoy working as part of a team and building relationships.
* Are seeking a meaningful role where you can make a real difference to customer experience.
* Value a supportive environment where your ideas are appreciated.
* Want variety and opportunities to learn daily.
* Are interested in ongoing training and career development.
* Thrive in a friendly, close-knit team that supports each other and celebrates success.
Application Process
We understand exploring a new opportunity is a big decision. Our process is simple and supportive:
* Apply Online – Quick and straightforward, with no long forms.
* Initial Interview and Online Assessments – A friendly chat with our Talent team plus two short assessments (CCAT + EPP).
* The CCAT is a 15-minute timed test—best completed quietly with pen and paper.
* The EPP is untimed, allowing you to work through it comfortably.
Hiring Manager Interview – A deeper discussion about your experience and potential contributions.
Panel Interview – Meet stakeholders and share your ideas.
Next Steps
If you care about customer experience, enjoy problem-solving, and want to make a difference, we’d love to hear from you.
Apply today and help us turn challenges into opportunities—together.
Please note: We may close vacancies early if we receive high application volumes. We recommend applying promptly.
For UK candidates only: We can only consider applicants who are permanent UK residents or have the right to work in the UK.
All successful candidates will undergo a basic DBS check.
INDLOW
About IRIS
IRIS Software Group is one of the UK’s largest privately held software companies, dedicated to simplifying the lives of businesses, schools, and organizations.
We provide software solutions that enhance compliance, efficiency, and accuracy, empowering our users to look forward with confidence.
Over 4 million parents connect with their children’s schools via our software, 18% of UK employees are paid through our payroll solutions, 50,000 SMEs use our cloud bookkeeping, and 21,000 firms rely on us for legislative compliance.
Our mission-critical software supports our customers’ operations, ensuring functions work correctly the first time, every time.
IRIS is committed to hiring the best people, fostering an innovative, high-performing culture, and being recognized as a great place to work and an inclusive environment for women.
We focus on employee wellbeing, diversity, trust, and recognition, creating a supportive environment where everyone can thrive and grow their careers.
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