Customer Renewals Advisor in Birmingham

Competitive + Commission

Manchester or Slough, UK (Hybrid)

At IRIS, we help schools, academies, and education providers streamline their operations through market-leading software solutions. We're looking for a Customer Renewals Advisor to join our Education team, managing a portfolio of customers and ensuring they receive outstanding service throughout their renewal journey.

This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and working in a commercially driven environment where customer retention and satisfaction are at the heart of everything we do.

What will you be doing?

As a Customer Renewals Advisor, you'll take ownership of a portfolio of education customers, ensuring renewals are managed efficiently, professionally, and with a strong focus on retention and customer success.

Key responsibilities include:

• Managing customer renewals from quote through to completion, ensuring contracts are renewed before their due dates.
• Delivering a friendly, responsive, and professional service via phone, email, and Microsoft Teams.
• Building strong relationships with customers, becoming a trusted point of contact throughout the renewal process.
• Providing accurate quotations and recommending the most suitable options based on customer needs and available solutions.
• Maximising renewal revenue opportunities while maintaining excellent customer service standards and compliance with company policies.
• Taking ownership of customer enquiries and seeing them through to resolution.
• Managing a portfolio of mid to upper-tier customers, ensuring a seamless and positive customer experience.
• Working closely with Sales, Customer Success Managers, and other internal teams to support customer retention and growth.
• Maintaining a strong understanding of IRIS products, services, and developments within the education sector.
• Ensuring service level agreements (SLAs) are consistently achieved through effective workload management and prioritisation.
• Participating in team meetings, business updates, and company initiatives while demonstrating commercial awareness and customer-focused thinking.

What we're looking for

Essential:

• Proven experience in a customer-facing role, whether over the phone, online, or in person.
• Strong communication skills with the ability to build rapport and develop long-term customer relationships.
• Excellent organisational skills with the ability to manage multiple priorities effectively.
• Good working knowledge of Microsoft Office, including Outlook.
• High levels of attention to detail and accuracy.
• Strong written, verbal, and numerical communication skills.
• A proactive, enthusiastic approach and a genuine passion for delivering excellent customer service.
• Ability to remain calm and think logically in a fast-paced environment.

Desirable:

• Previous experience in sales, account management, customer retention, renewals, or customer success.
• Experience using Salesforce or a similar CRM platform.
• Knowledge or experience of the education sector.
• Experience working against service levels, targets, or customer retention objectives.