Service Excellence Associate

2 days ago


Greater Manchester, United Kingdom IRIS Software Group Full time

We are looking for a Service Excellence Associate to join our Customer Service Team in Wigan. This role involves providing top-notch customer service, resolving customer complaints, and escalating complex issues to the 2nd Line Support team.

Main Responsibilities:

  • Respond to customer inquiries and resolve issues promptly and professionally.
  • Work collaboratively with internal teams to achieve business objectives.
  • Conduct thorough investigations to identify root causes of customer complaints.
  • Develop and maintain accurate knowledge base content to support customer self-service.
  • Meet individual and team performance targets, including Net Promoter Scores and quality metrics.

Qualifications: GCSEs in Maths and English (Grade C or above); AAT Level 2 is a plus. Experience: Customer-facing telephone support (1+ years preferred) and familiarity with software support or relevant industries (HR/Payroll/Accountancy). Salary: £27,000 - £32,000 per annum.



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