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- Tasks: Handle customer complaints, ensuring each issue is resolved with care and professionalism.
- Company: Join IRIS Software Group, where we prioritise customer satisfaction and continuous improvement.
- Benefits: Enjoy competitive pay, bonuses, hybrid work options, and ongoing training for career growth.
- Why this job: Make a real impact on customer experiences while working in a supportive, friendly team environment.
- Qualifications: Experience in handling complaints, strong communication skills, and proficiency in Microsoft Office required.
- Other info: This role is hybrid, with three days in our Peterborough office each week.
The predicted salary is between 28800 - 43200 £ per year.
Help us turn customer complaints into better experiences and shape how thousands of customers feel about IRIS. At IRIS Software Group, we care deeply about our customers and we know that how we handle things when they go wrong is just as important as when everything runs smoothly. That's where you come in.
As a Customer Experience Executive, you'll be the final point of contact for customers with complaints or ongoing issues. You'll take full ownership of each case, making sure every problem is managed with care, urgency, and professionalism, guiding it through to a fair and thoughtful resolution. Whether you're speaking directly to customers or coordinating actions with internal teams, you'll play a vital role in restoring trust and ensuring customers feel genuinely supported.
This is more than just a support role; it's your chance to directly improve how we respond to customer complaints. You'll play a key part in turning frustrating situations into positive outcomes, showing our customers they've been heard and that we're serious about putting things right. If you stay calm under pressure, care about doing things properly, and want to help shape a better customer experience, we'd love to hear from you.
This is a hybrid position, with 3 days each week spent in our friendly Peterborough office hub (PE1 2AS).
What Will You Be Doing?
- Handling customer complaints from start to finish.
- Taking full ownership of each case and ensuring every issue is resolved in line with our service expectations.
- Keeping customers updated by providing regular, transparent updates that reassure and inform.
- Leading customer calls by running complaint-handling conversations with professionalism, empathy, and clarity.
- Working with teams across IRIS by coordinating actions, following up with stakeholders, and making sure every part of the resolution process runs smoothly.
- Dealing with sensitive situations by supporting customers when they're frustrated or disappointed, and helping to turn things around.
- Spotting trends and issues by feeding into wider service improvements through identifying recurring problems or inefficiencies.
- Staying organised and accountable by managing your caseload effectively, documenting cases clearly, and meeting agreed service levels.
- Supporting your teammates by sharing knowledge and contributing to a positive, collaborative team culture.
Who Are We Looking For?
- Experience handling customer complaints or complex queries.
- Clear and confident communication, especially when situations are challenging.
- Ability to stay calm under pressure and bring a proactive, solution-focused mindset.
- Capability to juggle multiple priorities and work independently to meet deadlines.
- Empathy and good judgement to handle sensitive conversations.
- Comfortable using Microsoft Office and CRM systems.
- Strong attention to detail and always follow things through.
- Enjoy working as part of a team and building great relationships.
Why Apply?
- A meaningful role where you'll make a real difference to the customer experience.
- A supportive environment where your ideas and input are genuinely valued.
- Plenty of variety and opportunities to learn every day.
- Ongoing training and development to help you grow your career.
- A friendly, close-knit team that works hard, supports each other, and celebrates success.
What Can You Expect From Our Application Process?
- Apply Online: Quick and simple - no long forms.
- Initial Interview (plus Online Assessments): A friendly chat with our Talent team and two short assessments (CCAT + EPP).
- The CCAT is a quick 15-minute timed test best completed somewhere quiet with a pen and paper.
- The EPP is untimed, giving you space to work through it comfortably.
- Hiring Manager Interview: A deeper dive into your experience and how you'd contribute to the team.
- Panel Interview: Meet some of the other stakeholders you'd work with and share your ideas.
Ready to take the next step? If you care about customer experience, thrive on problem-solving, and want to play a key part in making things better for our customers, we'd love to hear from you. Apply today and help us turn challenges into opportunities together. All successful candidates will be required to undergo a basic DBS check.
Customer Experience Executive in Peterborough employer: IRIS Recruitment
Contact Detail:
IRIS Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive in Peterborough
✨Tip Number 1
Familiarise yourself with common customer complaints in the industry. Understanding the typical issues customers face will help you demonstrate your knowledge during interviews and show that you're proactive about improving customer experiences.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you stay calm under pressure and articulate your thoughts clearly, which is crucial for this role.
✨Tip Number 3
Research IRIS Software Group's values and recent initiatives. Being able to discuss how your personal values align with theirs during the interview will show your genuine interest in the company and its mission.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved customer complaints or improved processes. Having specific stories ready will help you illustrate your problem-solving skills and your ability to handle sensitive situations effectively.
We think you need these skills to ace Customer Experience Executive in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling customer complaints and complex queries. Use specific examples that demonstrate your ability to stay calm under pressure and your proactive, solution-focused mindset.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer experiences. Mention how you can contribute to turning complaints into positive outcomes and provide examples of how you've successfully managed similar situations in the past.
Showcase Your Communication Skills: Since clear communication is key for this role, ensure your application reflects your ability to communicate confidently and empathetically. Use concise language and structure your thoughts logically to demonstrate your clarity.
Prepare for Assessments: Familiarise yourself with the types of assessments mentioned in the job description, such as the CCAT and EPP. Practise similar tests to improve your performance and ensure you're comfortable with the format before the interview.
How to prepare for a job interview at IRIS Recruitment
✨Showcase Your Empathy
As a Customer Experience Executive, empathy is key. Be prepared to share examples of how you've handled sensitive situations in the past, demonstrating your ability to connect with customers and understand their frustrations.
✨Demonstrate Problem-Solving Skills
Highlight your proactive approach to resolving issues. Prepare to discuss specific instances where you turned a negative customer experience into a positive one, showcasing your ability to think on your feet.
✨Communicate Clearly and Confidently
Effective communication is crucial in this role. Practice articulating your thoughts clearly, especially when discussing challenging scenarios. This will help convey your confidence and professionalism during the interview.
✨Familiarise Yourself with IRIS
Research IRIS Software Group and its customer service philosophy. Understanding their values and how they handle complaints will allow you to align your answers with their expectations and demonstrate your genuine interest in the company.
