Job Overview

IRIS Software Group is seeking a motivated and enthusiastic Customer Services Associate to join its first-line support team. This entry-level role is ideal for individuals who enjoy interacting with customers, solving problems, and developing their skills in a collaborative and supportive work environment.

As a Customer Services Associate, you will act as the first point of contact for customers seeking assistance with company products. Your role will involve responding to queries, conducting initial troubleshooting, resolving issues where possible, and escalating more complex cases to higher-level support teams. You will also collaborate with internal departments and external partners to ensure customers receive efficient, accurate, and friendly service.

Key Responsibilities

• Respond to incoming customer enquiries and provide support for the company’s product range.

• Create, update, and manage support tickets within the CRM system, ensuring accurate documentation.

• Use available tools and resources to resolve issues during the first interaction whenever possible.

• Escalate complex technical issues to the Second Line Support Team when necessary.

• Achieve individual and team performance targets, including Net Promoter Score (NPS) and service quality metrics.

• Effectively prioritise tasks while ensuring customer Service Level Agreements (SLAs) are met.

• Participate in user acceptance testing when required.

• Suggest improvements and contribute content to the customer knowledge base.

• Work collaboratively with teammates and help maintain a positive team environment.

• Represent the company professionally while demonstrating IRIS values and brand standards.

• Continuously develop product knowledge and technical skills.

• Complete all required training, including data protection and compliance modules.

Experience & Qualifications

• AAT Level 2 qualification or studies in Accountancy, HCM, or related fields.

• A-Level or equivalent qualification in a relevant subject (preferred).

• At least one year of customer service experience, particularly in telephone-based roles (preferred).

• Experience in HR, payroll, or accountancy environments is advantageous.

Ideal Candidate Profile

This role is well suited for:

• School leavers, recent graduates, or early-career professionals.

• Individuals who enjoy helping customers and solving problems.

• Candidates interested in starting a career in the technology or SaaS industry.

• Fast learners eager to develop new skills and progress within a structured career framework.

Why Join IRIS?

Employees at IRIS become part of a friendly and supportive team dedicated to delivering excellent customer service. The company provides:

• Structured training and professional development opportunities.

• Clear career progression pathways.

• Opportunities to expand skills in customer support, product expertise, and technical troubleshooting.

This position offers a strong foundation for building a long-term career in the technology industry.

About IRIS Software Group

IRIS Software Group is one of the largest privately owned software companies in the United Kingdom, dedicated to simplifying operations for businesses, schools, and organisations.

The company delivers software solutions and services that improve efficiency, compliance, and operational accuracy. Its technology supports millions of users, including:

• Over 4 million parents connecting with schools through IRIS systems.

• 18% of UK employees paid using IRIS payroll solutions.

• Around 50,000 small and medium-sized businesses using IRIS cloud bookkeeping tools.

• More than 21,000 organisations relying on IRIS for legislative compliance.

IRIS focuses on developing reliable operational software that enables organisations to maintain compliance, improve productivity, and enhance engagement with stakeholders.

The company prides itself on hiring talented individuals, recognising that its employees are the foundation of its innovation and market leadership. IRIS has also been recognised as a Great Place to Work and listed among the UK’s Best Workplaces for Women, highlighting its commitment to employee wellbeing, diversity, inclusion, and professional growth.