Join to apply for the Customer Resolution Executive role at IRIS Software Group
This is a hybrid position, with 3 days each week spent in our Peterborough office hub (PE1 2AS).
Overview
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. You’ll be the final point of contact for customers with complaints or ongoing issues, taking full ownership of each case and 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.
What Will You Be 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 ensuring 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 service levels.
* Supporting your teammates – Sharing knowledge and contributing to a positive, collaborative team culture.
Who Are We Looking For?
* Experience handling customer complaints or complex queries.
* Clear and confident communication, especially in challenging situations.
* Calm under pressure with a proactive, solution-focused mindset.
* Ability to juggle multiple priorities and work independently to meet deadlines.
* Empathy and good judgement in sensitive conversations.
* Comfort with Microsoft Office and CRM systems.
* Strong attention to detail and follow-through.
* Team-oriented and able to build good relationships.
* Desire to make a real difference to the customer experience.
* Appreciation for a supportive environment where ideas are valued.
* Willingness to learn and develop professionally.
What Can You Expect From Our Application Process?
Our process is simple, supportive, and designed to help you succeed:
* Quick and simple — no long forms.
* A friendly chat with our Talent team and two short assessments (CCAT + EPP).
* CCAT – a quick 15-minute timed test (best completed somewhere quiet with pen and paper).
* EPP – untimed, giving you space to work through it comfortably.
* A deeper dive into your experience and how you’d contribute to the team.
* 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.
Additional Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Customer Service, Administrative, and General Business
* Industries: Software Development
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