Customer Complaints Specialist

IRIS Software Group; Peterborough; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading software company in the UK is seeking a Customer Complaints Specialist to enhance customer experiences. This hybrid role involves managing complaints, coordinating with teams, and ensuring customer satisfaction. Ideal candidates are empathetic, detail-oriented, and possess strong communication skills.

Benefits

Ongoing training and development

Supportive environment

Friendly team culture

Qualifications

• Experience handling customer complaints or complex queries.
• Ability to juggle multiple priorities and work independently.

Responsibilities

• Handle customer complaints from start to finish.
• Provide regular updates to customers.
• Support customers during sensitive situations.

Skills

Communication

Empathy

Problem-solving

Attention to detail

Tools

Microsoft Office

CRM systems

Job description

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Just a regular guy that hires top talent for one of UK’s largest privately held software companies.

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. 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, making sure every problem is managed with care, urgency, and professionalism — 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.

This is a hybrid position, with 3 days each week spent in our friendly Peterborough office hub (PE1 2AS).

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 making sure every part of 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 agreed service levels.
• Supporting your teammates – Sharing knowledge and contributing to a positive, collaborative team culture.

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 when situations are challenging.
• Stay calm under pressure and bring a proactive, solution-focused mindset.
• Can juggle multiple priorities and work independently to meet deadlines.
• Use empathy and good judgement to handle sensitive conversations.
• Are comfortable using Microsoft Office and CRM systems.
• Have strong attention to detail and always follow things through.
• Enjoy working as part of a team and building great relationships.
• A meaningful role where you’ll make a real difference to the customer experience.
• A supportive environment where your ideas and input are genuinely valued.
• Plenty of variety and opportunities to learn every day.
• Ongoing training and development to help you grow your career.
• A friendly, close-knit team that works hard, supports each other, and celebrates success.

What Can You Expect From Our Application Process?

We know that exploring a new opportunity is a big decision. 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).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is 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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Administrative, and General Business

• Industries

  Software Development

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