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Customer Experience Executive

3 months ago

Slough, Slough, United Kingdom Iris Full time
Salary
Competitive plus bonus

  • Location
    Slough/Heathrow Approach or Peterborough, UK
  • This is a _
- permanent_
- , _
- full time_
- vacancy_
- that will close _
- in 2 months_

- at 23:59 GMT_

- . _

The Vacancy
We have a fantastic opportunity for an experienced Customer Services professional to join our Service Improvement team.

This role is important as you'll be responsible for the end-to-end management of customer queries/complaints.

You'll serve as the final point of resolution for our customers and actively collaborate with different departments to ensure cases are resolved promptly and in alignment with our agreed service level targets.


What will you be doing?
As a Customer Experience Executive in this team, your responsibilities will be as follows:

  • Taking ownership in handling customer queries and complaints, allocating cases to the correct owners where necessary and resolving these in a timely manner for our customers
  • Keeping the customer informed by providing them with regular updates until the case has been resolved to the satisfaction of the customer
  • Chairing customerfacing calls, producing meeting minutes whilst ensuring all written and verbal communication is carried out as per our Service Framework
  • Attending internal calls with stakeholders to drive resolutions for our customers, ensuring teams deliver on the actions agreed
  • Delivering consistently, using standard operating procedures and adhering to levels of approval
  • Sharing best practice by maintaining an updated contact database within IRIS, facilitating clear identification of the individuals available to assist with specific queries
  • Identifying recurring issues and working with the Service Improvement team to identify root causes, whilst giving suggestions on how we can continually improve our customer service.

What are we looking for?
We're looking for someone with the following skills, competencies and experience:

  • Experience working in position managing customer enquiries, concerns and complaints to ensure a positive customer experience, e.g., complaint handing/conflict resolution
  • Proficient using Microsoft Office, e.g., Word, Excel, PowerPoint, etc.
  • Customercentric mindset with a focus on ensuring customer satisfaction
  • Ability to listen to customers, understand their concerns and ask questions to gather information
  • Patience and empathy to understand customer perspectives
  • Excellent organizational and problemsolving skills
  • Strong communication skills, both written and verbal
  • Strong attention to detail
  • Relationshipbuilding/collaborative working with both internal and external stakeholders
  • Ability to multitask, work under pressure and meet deadlines.

Please note:

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

Additional discount

schemes

Cycle to work
**scheme