Customer Services Associate
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Are you looking to start your career in customer service, working with cutting-edge software and technology? Join IRIS Software as a Customer Services Associate or Customer Enablement Associate and become part of a supportive team dedicated to helping customers get the most out of our products.
If you have a passion for problem-solving, excellent communication skills, and a desire to develop, these are the perfect opportunities to gain valuable experience and grow with us. No prior work experience is necessary – we provide full training and support!
What Will You Be Doing?
Customer Services Associate
- Respond to customer queries via phone, email, and live chat, ensuring a friendly and professional approach.
- Log and track customer issues, ensuring accurate records in the CRM system.
- Investigate and resolve common queries using available resources, aiming for first-contact resolution.
- Escalate complex issues to the 2nd Line Support team when necessary.
- Maintain customer satisfaction and contribute to team performance targets, including quality and Net Promoter Score (NPS).
- Participate in knowledge-sharing, training, and process improvements.
- Ensure compliance with data protection and company policies.
Customer Enablement Associate (12-month FTC)
- Provide outstanding customer support via phone, email, and live chat.
- Assist customers with technical queries, account coordination, and software navigation.
- Build strong relationships with clients, ensuring they get the most out of their IRIS products.
- Conduct online meetings and presentations to help customers optimise their use of our software.
- Support website population and redesign projects, liaising with developers to ensure high-quality outcomes.
- Identify and suggest opportunities for customers to enhance their experience with our software.
- Maintain a professional and customer-focused approach, ensuring all queries are handled efficiently.
What Are We Looking For?
We’re seeking individuals who are enthusiastic about customer service and eager to learn. You’ll thrive in these roles if you have:
- Strong communication skills – both written and verbal.
- A customer-focused approach with a friendly and professional manner.
- Problem-solving ability and a proactive approach to challenges.
- The ability to work as part of a team while also managing tasks independently.
- Good organisation and time management skills to handle multiple queries effectively.
While not essential, the following would be advantageous:
- A-levels (or equivalent) in a relevant subject.
- Experience in a customer-facing or telephone-based role.
- An understanding of accountancy, HR, payroll, or education sectors.
- Familiarity with Google Drive, HubSpot, or CRM systems.
- Experience delivering presentations or training.
Why Apply?
- Full training and support to help you succeed and develop your skills.
- Opportunities for career progression within a leading software company.
- A supportive and collaborative team environment.
- Hybrid working options (subject to role requirements).
- A competitive salary and benefits package.
📌 Application Process
1️⃣ Apply Online – Submit your CV and complete a short application.
2️⃣ Online Assessments – Showcase your skills in a structured way.
3️⃣ Initial Interview – A short video call with our Talent Team via Microsoft Teams.
4️⃣ Group Assessment Day – Join us in our Manchester office for interactive activities on Thursday 20 March 2025.
📢 Ready to launch your career in customer service? Apply today and become part of a team that values innovation, teamwork, and customer excellence!
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:
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.
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