Customer Services Associate

We’re looking for an enthusiastic Customer Services Associate to join our first‑line support team. This entry‑level position is perfect for someone who enjoys talking to customers, working through problems, and growing their skills in a supportive, collaborative environment.

You’ll be the first point of contact for customers needing help with our products. You’ll answer general queries, complete initial investigations, and either resolve the issue or pass it to the next support tier when needed. You’ll also work closely with internal teams and third‑party partners to ensure customers receive a fast, accurate, and friendly service.

Key Responsibilities

* Respond to incoming customer cases and provide support across our product range

* Create, update, and assign tickets in the CRM system, ensuring all details are captured

* Use available tools and resources to resolve queries at first contact wherever possible

* Escalate complex issues to the 2nd Line Support team when needed

* Meet individual and team targets, including Net Promoter Score and quality measures

* Prioritise workload effectively and take ownership of meeting customer SLAs

* Contribute to user acceptance testing when required

* Suggest improvements and content for the customer knowledge base

* Support teammates, contribute to a positive team environment, and work collaboratively

* Demonstrate IRIS values and represent the brand professionally

* Take initiative in developing your product knowledge and technical skills

* Complete all mandatory training, including current data protection modules

Experience:

* AAT Level 2 (or study in Accountancy, HCM, or related fields)

* A‑Level or equivalent in a relevant subject (desirable)

* Customer‑facing telephone experience (1 year+ preferred)

* Experience in HR, Payroll, or Accountancy environments (advantageous)

Who This Role Is Perfect For

* School leavers, recent graduates, or early‑career professionals

* People who enjoy helping customers and solving problems

* Individuals who want to start a career in the tech or SaaS industry

* Fast learners who are ready to develop new skills and progress through our competency framework

Why Join IRIS?

You’ll join a friendly, supportive team that’s passionate about delivering great service. We offer clear development pathways, regular training, and opportunities to expand your skills across customer support, product knowledge, and technical troubleshooting.

This is a great place to build a strong foundation for a long‑term career in technology.

Please note we may close the vacancy early due to high volume of applications