Service desk. - 1st Line Support Engineer IRIS Software Group Employee Review

Thank you for taking the time to leave a review, although we’re surprised and disappointed by your comments. We are horrified to hear of any toxic management at IRIS and have a zero tolerance for such behaviours. We strongly encourage you to reach out to our HR Directors (Kelly Abel and Kerry McAtkin) in confidence to address your concerns and put things right. We’re pleased to run a companywide annual salary review process each autumn, which includes external benchmarking data, to ensure we’re paying the market rate. We also offer pay scales in select departments (such as Customer Support) to enable employees to grow their salaries as they develop their skills. In November 2024, as part of our PayScale process 85% of employees in Customer Support achieved their milestones and received their next increment. The small number of employees that didn’t receive an increase was due to either being a new starter, having off track performance, already reaching the top of their band, or a poor absence record without reasonable justification. We encourage you to work closely with your manager and HR representative to understand how you can achieve your next milestone. We’re also proud to champion internal career mobility so that our employees can achieve their career goals. In Customer Operations specifically, we’re committed to providing our employees with a variety of routes for progression, for example, from 1st line support you can increase your product knowledge as a Customer Support Analyst, join the management team within Customer Services, or move to our Professional Services, Development, or Product teams. Since the start of 2024, we are proud to have celebrated over 300 promotions and role changes across IRIS. We’re very proud to be recognised as a Great Place to Work across all our regions for multiple years, which means we ensure that we’re creating a supportive environment for all our employees. We work hard across IRIS to give all our managers the skills they need to motivate, develop and inspire their teams. We created our dedicated leadership pathways, open to all levels of management, to ensure that employees feel fully cared for and supported by their managers. We’re sorry to hear this wasn’t your experience. We’re always looking for ways we can be the best we can be, and we would welcome any further suggestions. Please speak to your HR representative or leave a comment in our next Peakon survey. Kind regards, the HR team