Customer Renewals Advisor

IRIS Software Group; Slough; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

IRIS Software Group is seeking a Customer Renewals Advisor to manage a portfolio of education customers, ensuring renewals are handled efficiently and with a strong retention focus.

You will deliver a friendly, proactive service via phone, email, and Teams, building trusted relationships and advising on the best renewal options. This role is hybrid, with potential for work in Manchester or Slough.

Qualifications

• Proven experience in a customer-facing role.
• Strong communication skills and ability to build long-term relationships.
• Excellent organisational skills with ability to manage multiple priorities.
• Good working knowledge of Microsoft Office (Outlook).
• High attention to detail and accuracy.
• Strong written, verbal and numerical communication skills.
• Proactive, enthusiastic approach and passion for delivering excellent customer service.
• Ability to remain calm and think clearly in a fast-paced environment.

Responsibilities

• Manage customer renewals from quote through to completion, ensuring contracts are renewed before due dates.
• Deliver friendly, responsive, and professional service via phone, email, and Teams.
• Build strong relationships with customers, acting as a trusted contact during renewal.
• Provide accurate quotations and recommend suitable options based on needs and solutions.
• Maximise renewal revenue opportunities while upholding service standards and policies.
• Handle customer enquiries and drive them through to resolution.
• Manage a portfolio of mid to upper-tier customers for a smooth experience.
• Collaborate with Sales, Customer Success Managers, and internal teams to support retention and growth.
• Maintain understanding of IRIS products and education sector developments.
• Ensure SLAs are met through workload management and prioritisation.
• Participate in team meetings and company initiatives with commercial awareness.

Skills

Customer-facing

Communication skills

Organisational skills

MS Office (Outlook)

Attention to detail

Written & verbal communication

Proactive & enthusiastic

Calm under pressure

Sales & renewals experience

Tools

Salesforce

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.

Competitive + Commission

Manchester or Slough, UK (Hybrid)

Customer Renewals Advisor

At IRIS, we help schools, academies, and education providers streamline their operations through market-leading software solutions. We're looking for a Customer Renewals Advisor to join our Education team, managing a portfolio of customers and ensuring they receive outstanding service throughout their renewal journey.

This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and working in a commercially driven environment where customer retention and satisfaction are at the heart of everything we do.

What will you be doing?

As a Customer Renewals Advisor, you'll take ownership of a portfolio of education customers, ensuring renewals are managed efficiently, professionally, and with a strong focus on retention and customer success.

Key Responsibilities Include

• Managing customer renewals from quote through to completion, ensuring contracts are renewed before their due dates.
• Delivering a friendly, responsive, and professional service via phone, email, and Microsoft Teams.
• Building strong relationships with customers, becoming a trusted point of contact throughout the renewal process.
• Providing accurate quotations and recommending the most suitable options based on customer needs and available solutions.
• Maximising renewal revenue opportunities while maintaining excellent customer service standards and compliance with company policies.
• Taking ownership of customer enquiries and seeing them through to resolution.
• Managing a portfolio of mid to upper-tier customers, ensuring a seamless and positive customer experience.
• Working closely with Sales, Customer Success Managers, and other internal teams to support customer retention and growth.
• Maintaining a strong understanding of IRIS products, services, and developments within the education sector.
• Ensuring service level agreements (SLAs) are consistently achieved through effective workload management and prioritisation.
• Participating in team meetings, business updates, and company initiatives while demonstrating commercial awareness and customer-focused thinking.

What we're looking for

Essential

• Proven experience in a customer-facing role, whether over the phone, online, or in person.
• Strong communication skills with the ability to build rapport and develop long-term customer relationships.
• Excellent organisational skills with the ability to manage multiple priorities effectively.
• Good working knowledge of Microsoft Office, including Outlook.
• High levels of attention to detail and accuracy.
• Strong written, verbal, and numerical communication skills.
• A proactive, enthusiastic approach and a genuine passion for delivering excellent customer service.
• Ability to remain calm and think logically in a fast-paced environment.

Desirable

• Previous experience in sales, account management, customer retention, renewals, or customer success.
• Experience using Salesforce or a similar CRM platform.
• Knowledge or experience of the education sector.
• Experience working against service levels, targets, or customer retention objectives.

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

• Application review — we assess your experience and potential
• Initial call — a short conversation to learn about you and share more about the role
• Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review
• Final interview — meet the team and explore how you'll make an IMPACT at IRIS