Customer Experience Executive

IRIS software Group; Slough; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join IRIS Software Group as a Customer Experience Executive, where you'll play a vital role in transforming customer complaints into positive experiences. This hybrid role involves managing customer issues with care and professionalism, ensuring every case is resolved effectively while contributing to service improvements. If you thrive in a supportive environment and are passionate about enhancing customer experience, apply today!

Benefits

Ongoing training and career development

Supportive team environment

Qualifications

• Experience handling customer complaints or complex queries.
• Ability to communicate clearly and confidently.
• Proactive and solution-focused approach.

Responsibilities

• Handle customer complaints from start to finish.
• Provide regular updates to customers.
• Conduct complaint-handling conversations with professionalism.

Skills

Communication

Empathy

Attention to Detail

Problem Solving

Tools

Microsoft Office

CRM Systems

Job description

This is a permanent, full-time vacancy that will close in 10 days at 23:59 BST.

The Vacancy

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 issues when things 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, ensuring every problem is managed with care, urgency, and professionalism — guiding it to a fair and thoughtful resolution. Whether speaking directly to customers or coordinating with internal teams, you’ll play a vital role in restoring trust and ensuring customers feel genuinely supported.

This role offers more than support — it’s your chance to directly improve our response to customer complaints. You’ll be key in turning frustrating situations into positive outcomes, showing customers they’ve been heard and that we’re committed to resolving issues. 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 per week in our friendly Slough/Heathrow Approach office hub (SL3 8QY).

What Will You Be Doing?

• Handling customer complaints from start to finish – Taking full ownership of each case and ensuring issues are resolved per our service standards.
• Keeping customers updated – Providing regular, transparent updates to reassure and inform.
• Leading customer calls – Conducting complaint-handling conversations with professionalism, empathy, and clarity.
• Working with teams across IRIS – Coordinating actions, following up with stakeholders, and ensuring smooth resolution processes.
• Dealing with sensitive situations – Supporting frustrated or disappointed customers and helping to turn their experience around.
• Spotting trends and issues – Contributing to service improvements by identifying recurring problems or inefficiencies.
• Staying organized and accountable – Managing caseloads effectively, documenting cases clearly, and meeting service levels.
• Supporting teammates – Sharing knowledge and fostering a positive team environment.

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 in challenging situations.
• Remain calm under pressure and have a proactive, solution-focused approach.
• Can juggle multiple priorities and work independently to meet deadlines.
• Use empathy and good judgment in sensitive conversations.
• Are comfortable using Microsoft Office and CRM systems.
• Have strong attention to detail and follow-through skills.
• Enjoy working as part of a team and building relationships.
• Are seeking a meaningful role where you can make a real difference to customer experience.
• Value a supportive environment that appreciates your ideas and input.
• Are interested in variety and daily learning opportunities.
• Are looking for ongoing training and career development.
• Want to be part of a friendly, close-knit team that supports each other and celebrates success.

Application Process

We understand exploring a new opportunity is a big decision. Our process is simple, supportive, and designed to help you succeed:

• Apply Online — Quick and straightforward, with no long forms.
• Initial Interview (plus Online Assessments) — A friendly chat with our Talent team and two short assessments (CCAT + EPP).
• The CCAT is a 15-minute timed test — best completed in a quiet environment with pen and paper.
• The EPP is untimed, allowing you to work through it comfortably.

Hiring Manager Interview — A deeper discussion about your experience and contributions.

Panel Interview — Meeting stakeholders and sharing your ideas.

Ready to take the next step? If you care about customer experience, enjoy solving problems, and want to make a difference, we’d love to hear from you.

Apply today and help us turn challenges into opportunities — together.

About IRIS

IRIS Software Group is one of the UK’s largest privately held software companies, dedicated to simplifying the lives of businesses, schools, and organizations.

We provide software solutions and services that enhance operational compliance, efficiency, and accuracy, empowering our users to look forward with confidence.

Over 4 million parents connect with their child’s school via our software, 18% of UK employees are paid through IRIS payroll solutions, 50,000 SMEs use IRIS cloud bookkeeping, and 21,000 firms rely on us for legislative compliance.

Our software is the vital backbone of our customers’ operations, supporting compliance, engagement, and productivity.

IRIS is committed to hiring the best talent; our people are our greatest asset, enabling us to be innovative, market-leading, and high-performing.

We are proud to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women, reflecting our focus on employee wellbeing, diversity, inclusion, trust, communication, and recognition.

We foster a culture of engagement and rewards to develop potential and ensure long-term career success, creating an environment where employees feel valued and part of a team.