Customer Advisor

About IRIS

IRIS Software Group is one of the UK’s largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We’re a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we’re growing fast.

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.

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.

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.

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates…