Customer Complaints Specialist

IRIS Software Group; United Kingdom; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading software company in the UK is seeking a Customer Complaints Specialist to manage customer issues and improve experiences. This hybrid role requires an empathetic approach and strong communication skills. You will handle complaints, provide updates, and coordinate with teams to ensure customer satisfaction. The ideal candidate has experience in customer service and is detail-oriented. Join a supportive team dedicated to making a real difference in customer experience.

Benefits

Ongoing training and development

Supportive team environment

Variety and opportunities to learn

Qualifications

• Experience handling customer complaints or complex queries.
• Ability to stay calm under pressure and find solutions.
• Strong attention to detail and commitment to follow through.

Responsibilities

• Handle customer complaints from start to finish.
• Keep customers updated on their cases.
• Support customers when they’re frustrated or disappointed.

Skills

Handling customer complaints

Clear communication

Empathy

Proactive mindset

Attention to detail

Tools

Microsoft Office

CRM systems

Job description

Overview

Customer Complaints Specialist role at IRIS Software Group. Help turn customer complaints into better experiences and shape how thousands of customers feel about IRIS. You will be the final point of contact for customers with complaints or ongoing issues, taking ownership of each case and guiding it through to a fair and thoughtful resolution.

This is more than a support role — it’s an opportunity to directly improve how we respond to customer complaints. 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 Peterborough office hub (PE1 2AS).

Responsibilities

• Handling customer complaints from start to finish — taking full ownership of each case and ensuring issues are resolved in line with 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.
• Coordinating actions with internal teams and stakeholders to ensure a smooth resolution process.
• 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 organized and accountable — managing caseloads, documenting cases clearly, and meeting service levels.
• Supporting teammates — sharing knowledge and contributing to a positive, collaborative team culture.

Requirements / Qualifications

• Experience handling customer complaints or complex queries.
• Clear and confident communication, especially in challenging situations.
• Calm under pressure with a proactive, solution-focused mindset.
• Ability to juggle multiple priorities and work independently to meet deadlines.
• Empathy and good judgement for handling sensitive conversations.
• Proficiency with Microsoft Office and CRM systems.
• Strong attention to detail and follow-through.
• Ability to work well in a team and build relationships.

What to Expect from the Application Process

• Quick and simple process with no long forms.
• A friendly chat with our Talent team and two short assessments (CCAT + EPP).
• CCAT: a quick 15-minute timed test; best completed in a quiet space with pen and paper.
• EPP: untimed, with space to work through comfortably.
• A deeper dive into your experience and how you’d contribute to the team; meet stakeholders and share ideas.

Location

Peterborough, England, United Kingdom (hybrid)

Compensation

£35,000.00–£45,000.00 per year (location: Peterborough).