Customer Services Associate - 1st Line (Accountancy)

IRIS; Slough; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading software company is seeking a Customer Services Associate to support accountants using their software. This entry-level role involves aiding customers with technical issues via various communication channels. Ideal for those who are friendly and eager to learn. Offers structured onboarding and a hybrid work model.

Benefits

Generous holiday allowance

Private healthcare

Employee Assistance Program

Enhanced maternity pay

Qualifications

• Entry-level support role in customer service.
• Experience in a customer service or support role is a plus.
• Interest or experience in finance/accounting is helpful.

Responsibilities

• Respond to customer queries via different channels.
• Log and investigate technical issues.
• Solve common problems and escalate complex issues.

Skills

Friendly, clear communication

Proficiency in Microsoft Office

Organizational skills

Calm under pressure

Proactive and eager

Job description

Customer Services Associate - 1st Line (Accountancy)

The Vacancy

At IRIS Software Group, we support thousands of accountancy firms across the UK through powerful, reliable software. Our Accountancy Support team plays a key role in that - helping customers get the most out of our IRIS Accountancy Suite.

We're now hiring Customer Support Associates to join the team. If you enjoy helping people, solving problems, and want to grow your career in a supportive environment - this could be the perfect fit.

You don't need to have worked in finance or accounting before - but if you have, or if you've studied it or simply have an interest in the field, that's a bonus.

What Does This Team Do?

This team acts as the help desk for accountants using IRIS software. When a customer has a technical issue, a question, or needs guidance, you'll be one of the first people they speak to.

You'll work with them to understand what's going wrong, find a solution where possible, or pass it to one of our more technical experts. Your goal? Make things easier for our customers and make sure they feel supported every step of the way.

What Will You Be Doing?

• Responding to customer queries by phone, email, or our online portal
• Logging and investigating technical issues
• Solving common problems using the tools and training provided
• Escalating more complex issues to the technical support team
• Keeping customers updated throughout their journey
• Meeting performance targets (quality, satisfaction, and resolution times)
• Contributing to internal documentation and knowledge base content
• Representing IRIS with professionalism, care, and a helpful attitude

You'll spend at least three days a week in our Slough office, with flexibility to work from home on the other days - or be in the office full-time if you prefer. It's a supportive, friendly team environment with excellent training and mentorship.

What Are We Looking For?

This is an entry-level support role, ideal for someone looking to start or grow their career in customer service, accountancy support, or software.

We're looking for people who are:

• Friendly, clear communicators (on the phone and in writing)
• Comfortable using Microsoft Office and learning new systems
• Calm under pressure and naturally well organised
• Proactive, curious, and eager to develop
• Great team players with a helpful mindset

Experience in a customer service or support role is a big plus.

It would be helpful, but not essential, if you also have:

• Some experience in a finance, accounting or tax-related environment
• Or are currently studying towards a finance or accounting qualification (e.g. AAT)
• Or have a basic understanding of accountancy principles

Whether you've worked in retail, admin, support, or you've supported a finance team or studied accounting - if you enjoy helping others and want to grow, we'll give you all the tools and support you need to succeed.

What Can IRIS Offer You?

• Structured onboarding and expert training
• A hybrid working model with a modern, collaborative office
• Clear progression paths and opportunities to develop
• A supportive culture where questions are encouraged
• Employee benefits including pension, wellbeing support, staff discounts and more

Many of our senior support colleagues started out in this role - so you'll be in great company.

The Application Process

We've designed a supportive and inclusive process to help you shine:

1⃣ Apply Online

Send us your CV and a short application - we're keen to hear why you're interested in HR and what excites you about joining IRIS.

2⃣ Online Assessments

If shortlisted, you'll complete two short assessments that help us understand how you think and work.

• CCAT - A quick, 15-minute timed assessment covering verbal, numerical, and logical reasoning. It's best done somewhere quiet, with a pen and paper handy.
• EPP - An untimed personality profile focused on your working style and approach to challenges. No right or wrong answers - just be yourself. These are widely used and designed to be fair and inclusive, helping us see beyond your CV.

3⃣ Initial Interview

A short, friendly chat over Microsoft Teams with someone from our Talent team. It's your chance to ask questions and learn more about the role and life at IRIS.

4⃣ Group Assessment Day

Join us at our Slough/Heathrow Approach office (SL3 8QY) for an interactive, in-person session with other candidates (date to be confirmed). You'll take part in team-based activities, meet our team, and get a real feel for our culture.

If you're helpful, people-focused, and ready to take the next step - we'd love to meet you.

Apply now and start your journey with IRIS.

About IRIS

As one of the UK's largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

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

Our operational software is the invisible but essential beating heart of our customers' businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It's vital these mission-critical functions work first time, every time.

That's why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time - so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We're delighted to be certified as a Great Place to Work and one of the UK's Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

Why work for IRIS?

The Benefits

Generous holiday allowance

Charity / volunteering days

Income protection insurance

Life assurance

Employee Assistance Program

Private healthcare

Enhanced maternity pay

Additional discount
schemes

Cycle to work
scheme

Developing your career

We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:

Leading

Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.

Excelling

Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.

Growing

Offering regular training and development programmes tailored to each employee's development needs and providing a commitment to a 'learning culture' which shares knowledge, best practice and our long-standing expertise between employees.

Listening

We're committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.

Sharing

Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.

• We prioritise your well-being with a comprehensive range of benefits designed to support you
• We prioritise your well-being with a comprehensive range of benefits designed to support you both personally and professionally.
• We prioritise your well-being with a comprehensive range of benefits designed to support you
• We prioritise your well-being with a comprehensive range of benefits designed to support you both personally and professionally.