Customer Relations Executive (Part-time)

IRIS; Wigan; Hybrid; GBP 17,000 - 22,000; Part time

Job summary

IRIS is seeking a Customer Relations Executive to take ownership of customer queries, complaints and escalations, working across IRIS to drive cases to resolution. This part-time, hybrid role is based in Manchester, Peterborough or Wigan with two days in the office.

You'll be the main contact for customers, managing complex conversations, keeping clients informed and supported, and collaborating with internal teams to meet service levels.

Qualifications

• Previous experience in customer service, customer relations, complaints or a similar customer-facing role.
• Confident speaking with customers over the phone and handling more challenging conversations.
• Strong communication and relationship-building skills.
• Good organisation and ability to manage multiple priorities.
• A proactive, solutions-focused approach with the confidence to take ownership.
• Comfortable working collaboratively with different teams to get the best outcome for the customer.

Responsibilities

• Own customer queries, complaints and escalations through to resolution.
• Manage more complex customer cases and ensure agreed actions are delivered.
• Lead customer calls and provide clear, professional updates.
• Work with internal teams to resolve issues within agreed service levels.
• Build positive customer relationships and confidently manage challenging conversations.
• Identify recurring issues and contribute to service improvements.
• Manage multiple cases and priorities effectively.

Skills

Customer service

Communication skills

Relationship-building

Organisation skills

Ownership mindset

Telephone calls

Job description

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

Part time - 3 days a week (2 in office)

Manchester, Peterborough or Wigan (Hybrid)

As a Customer Relations Executive, you’ll take ownership of customer queries, complaints and escalations, working with teams across IRIS to drive cases through to resolution.

You’ll be a key point of contact for customers, managing more complex situations, leading customer conversations and ensuring customers remain informed and supported throughout.

What You’ll Be Doing

• Own customer queries, complaints and escalations through to resolution

• Manage more complex customer cases and ensure agreed actions are delivered

• Lead customer calls and provide clear, professional updates

• Work with internal teams to resolve issues within agreed service levels

• Build positive customer relationships and confidently manage challenging conversations

• Identify recurring issues and contribute to service improvements

• Manage multiple cases and priorities effectively

What We’re Looking For

• Previous experience in customer service, customer relations, complaints or a similar customer-facing role

• Confidence speaking with customers over the phone and handling more challenging conversations

• Strong communication and relationship-building skills

• Good organisation and ability to manage multiple priorities

• A proactive, solutions-focused approach with the confidence to take ownership

• Comfortable working collaboratively with different teams to get the best outcome for the customer

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.
  

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. Final interview — meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.