Customer Experience Executive - #1718517

Help us turn customer complaints into better experiences — and shape how thousands of customers feel about IRIS.

At IRIS, 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 Manchester office hub (M1 4DY).

What Will You Be Doing?

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  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.
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  Keeping customers updated – Providing regular, transparent updates that reassure and inform.
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  Leading customer calls – Running complaint-handling conversations with professionalism, empathy, and clarity.
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  Working with teams across IRIS – Coordinating actions, following up with stakeholders, and making sure every part of the resolution process runs smoothly.
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  Dealing with sensitive situations – Supporting customers when they’re frustrated or disappointed, and helping to turn things around.
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  Spotting trends and issues – Feeding into wider service improvements by identifying recurring problems or inefficiencies.
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  Staying organised and accountable – Managing your caseload effectively, documenting cases clearly, and meeting agreed service levels.
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  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.