Customer Services Associate - 1st line

Customer Services Associate – 1st Line

Competitive + Bonus + Benefits

Wigan, UK

Permanent full time

What You’ll Do

Join our dynamic team as a 1st Line Customer Service Analyst, where you’ll be the first point of contact for our customers, helping resolve general queries and performing initial investigations. You’ll collaborate with internal teams and external stakeholders to ensure seamless fault resolution and a top-notch customer experience.

Key Responsibilities

• Answer incoming queries and provide support for our products.


• Create and assign tickets in the CRM system with all the necessary information for smooth resolutions.


• Take ownership of first-contact resolutions, conducting initial investigations with available resources.


• Escalate more complex issues to the 2nd Line Support team.


• Achieve individual and team targets, including Net Promoter Scores and quality metrics.


• Prioritize tasks to meet customer SLA’s while contributing to user acceptance testing and knowledge base content.


• Positively contribute to the team, embrace the IRIS values, and maintain a professional and friendly demeanor.

What You’ll Bring

• Qualifications: GCSEs in Maths and English (Grade C or above); AAT Level 2 is a plus!


• Experience: Customer-facing telephone support (1+ years preferred) and familiarity with software support or relevant industries (HR/Payroll/Accountancy).


• Skills: Proficiency in Microsoft Office; Level 3 IT qualification is advantageous.

Key Competencies

• Customer-focused mindset


• Strong teamwork and collaboration


• Problem-solving abilities


• Results-driven with a focus on quality


• Excellent verbal and written communication

Why IRIS?

Be part of a supportive and innovative environment where your contributions are recognized, and your development is encouraged. Take ownership of your role, achieve your goals, and grow your career with us.

Apply today and let’s make great things happen together