Are you a people person with a passion for problem-solving and a desire to grow in a dynamic tech industry? IRIS is looking for a talented Customer Services Associate to join their first-line support team and provide top-notch service to customers using their Accountancy Software. You’ll be the friendly face on the phone, resolving queries and helping customers succeed.
Overview
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 capturedUse available tools and resources to resolve queries at first contact wherever possible
- Escalate complex issues to the 2nd Line Support team when neededMeet 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
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.
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)
Please note we may close the vacancyy early due to high volume of applications
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.
Apply with your CV and a cover letter explaining why you’d be a great fit for this role, and send to IRIS.HR@iris.co.uk or call 0344 815 5500.