Hybrid Part-Time Customer Relations Lead

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

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.