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- Tasks: Handle customer complaints and turn frustrations into positive experiences.
- Company: Join IRIS, a company dedicated to improving customer satisfaction.
- Benefits: Enjoy competitive pay, bonuses, hybrid work, and ongoing training.
- Why this job: Make a real impact on customer experiences in a supportive team environment.
- Qualifications: Experience in customer service, strong communication skills, and empathy required.
- Other info: This is an entry-level, full-time position based in Peterborough.
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 - Providing regular, transparent updates that reassure and inform.
- Leading customer calls - Running complaint-handling conversations with professionalism, empathy, and clarity.
- Working with teams across IRIS - Coordinating actions, following up with stakeholders, and making sure every part of the resolution process runs smoothly.
- Dealing with sensitive situations - Supporting customers when they’re frustrated or disappointed, and helping to turn things around.
- Spotting trends and issues - Feeding into wider service improvements by identifying recurring problems or inefficiencies.
- Staying organised and accountable - Managing your caseload effectively, documenting cases clearly, and meeting agreed service levels.
- Supporting your teammates - Sharing knowledge and contributing to a positive, collaborative team culture.
Who Are We Looking For?
- We’d Love To Hear From You If You Have experience handling customer complaints or complex queries.
- Communicate clearly and confidently — especially when situations are challenging.
- Stay calm under pressure and bring a proactive, solution-focused mindset.
- Can juggle multiple priorities and work independently to meet deadlines.
- Use empathy and good judgement to handle sensitive conversations.
- Are comfortable using Microsoft Office and CRM systems.
- Have 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?
We Know That Exploring a New Opportunity Is a Big Decision. Our Process Is Simple, Supportive, And Designed To Help You Succeed.
- 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 employer: Iris
Contact Detail:
Iris Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨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 ready to tackle challenges head-on.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you stay calm and articulate when discussing sensitive topics, which is crucial for this role.
✨Tip Number 3
Research IRIS Software Group's values and customer service philosophy. Being able to align your personal values with theirs during the interview will show that you're a good cultural fit and genuinely care about improving customer experiences.
✨Tip Number 4
Network with current or former employees of IRIS. They can provide valuable insights into the company culture and the expectations for the Customer Experience Executive role, giving you an edge in your application process.
We think you need these skills to ace Customer Experience Executive
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 communicate clearly and stay calm under pressure.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer experiences. Mention how your skills align with the role's requirements, particularly your empathy and problem-solving abilities.
Prepare for Assessments: Familiarise yourself with the types of assessments mentioned in the job description. Practice timed tests like the CCAT and take your time with the EPP to showcase your thought process.
Showcase Teamwork Skills: Highlight your ability to work collaboratively in your application. Provide examples of how you've contributed to a positive team culture and supported colleagues in previous roles.
How to prepare for a job interview at Iris
✨Show Empathy and Understanding
As a Customer Experience Executive, you'll be dealing with frustrated customers. Make sure to demonstrate empathy during the interview by sharing examples of how you've handled sensitive situations in the past. This will show that you understand the importance of customer feelings.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer complaints or challenging situations. Prepare by thinking through potential scenarios and your approach to resolving them, highlighting your problem-solving skills and ability to stay calm under pressure.
✨Familiarise Yourself with IRIS Values
Research IRIS Software Group and their commitment to customer care. Be ready to discuss how your values align with theirs and how you can contribute to improving customer experiences. This shows genuine interest in the company and its mission.
✨Demonstrate Organisational Skills
The role requires managing multiple cases effectively. During the interview, share examples of how you've successfully organised your workload in previous roles. Highlight any tools or methods you use to keep track of tasks and ensure timely follow-ups.
