Customer Service Team Leader

We have a fantastic opportunity for an experienced Customer Service Team Leader to join our Support team at IRIS Financials (formerly PS Financials). You will be responsible for providing focused support to key customers, ensuring any urgent issues are resolved and they are making the best use of the IRIS Financials suite of software. You will also ensure the Support Team and the overall business are learning from customer experiences, to ensure our service is improved moving forward. Please note, this is a Fixed-Term opportunity. At present, this will be based remotely, however when our offices re-open you will be required to attend the Peterborough office 1-2 days per week. What will you be doing? Manage a team of 1st and 2nd line Support Analysts Resolve customer escalations effectively, engaging with other colleagues as needed Work closely with the Contact Centre Manager to ensure knowledge and understanding is shared Manage customer expectations and communicate well at all levels Collaborate with key stakeholders both internally and externally to ensure any customer issues are resolved swiftly, and the customer is kept updated at all times Drive continuous improvement and respond to customer feedback in a positive way to improve our service, including feeding back to the business to ensure our overall service is enhanced Full understanding of current business processes Keep accurate records of customer interaction using our CRM system (currently Zendesk) What skills and experience do you need to have? Previous experience in a Team Leader or Team Manager role is essential Proven track record of delivering excellent customer service Strong interpersonal skills Ability to manage difficult situations well, focusing on a positive outcome Willing to align work with business priorities and goals Ability to communicate well at all levels Demonstrate a drive to continually improve Ability to influence, negotiate and build consensus Strong time management skills and multitasking abilities Compliance to company policies and procedures Ability to present well About Us About IRIS Software Group IRIS Software Group is one of the UK's largest privately held software companies. Its purpose is to be the most trusted provider of mission-critical software and services, ensuring customers get it right first time, every time. IRIS takes the pain out of processes and let professionals working in businesses and schools focus on the work they love. Its software solutions and services for finance, HR and payroll teams, educational organisations, and accountancy firms helps comply with regulations, drive productivity and better engage with key stakeholders. Through simplifying, automating and providing insights on everyday mission-critical tasks for organisations of all shapes and sizes, IRIS ensures customers can look forward with certainty and confidence. IRIS has over 120,000 UK and international customers with 80% having a tenure of five or more years. IRIS is the largest third-party online filer with the UK Government. Ninety-one of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms use IRIS software. Circa 20% of the UK's workforce is paid by IRIS payroll offerings. More than 850,000 UK employees are managed by IRIS HR solutions. Over 11,000 UK schools and academies use IRIS, with four million parents and guardians using IRIS apps to connect with their children's school; 300 million messages are delivered between schools and parents each year, and over £15 million transactional payments are processed every month. IRIS is placed 93rd in the Grant Thornton Sunday Times Top Track 250, which is compiled by Fast Track and published in The Sunday Times each September, celebrates Britain's private mid-market growth companies with the biggest performance. To see how IRIS helps organisations get things right first time, every time, visit or follow IRIS Software Group on LinkedIn , Twitter and Instagram . Why you should apply At IRIS, we believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. To help with that, we offer the following: Competitive salary 26 days holiday allowance Private medical healthcare Life assurance Pension Additional benefits, such as Bike to Work and discount schemes.

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