IRIS Software Group First Line Support Associate reviews

Thank you for taking the time to leave a review. We are delighted that you recognise our fantastic employees championing our IMPACT value #TeamWork and our supportive and caring managers. We are 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 2021, we are proud to have celebrated over 45 promotions, role changes, and horizontal moves in Customer Support. To support these internal moves and promotions, we are proud to run an extensive induction training for our Customer Support team that usually lasts 2-4 weeks, depending on the products. This is delivered by our Customer Service experts who are able to bring the training to life with their own experiences. The training is a blend of customer service, legislation, product and process training with practical activities. There are also opportunities to shadow experienced colleagues, so that your learning journey continues in the role with regular up-skill training. In addition, to support our employees and build their knowledge, we have recently launched a brand-new IRIS help hub, which provides individual help centres for our range of products. This includes 18 help centres which provide information and knowledge articles on the products for both colleagues and customers. Our content design team are continually working with the business to grow the number of help centres available. Paying our employees fairly and competitively for their hard work is of the upmost importance to us, and we're delighted to be officially recognised as a Real Living Wage employer. This means we commit to paying a fair wage to cover at least the real cost of living in the UK as calculated by the Real Living Wage Foundation. In addition, we offer our career progression scheme in Customer Support to provide transparent progression and automatically reward employees when they hit career milestones. We would encourage you to reach out to your manager or HR representative if there is a specific opportunity that you’re interested in and to discuss your career ambitions in more detail so that we can help. Kind regards, the HR Team

Thank you for taking the time to leave a review. We are delighted that you recognise our fantastic teams who work hard across IRIS to champion one of our IMPACT values, #TeamWork, as well as our extensive range of benefits and L&D opportunities. We have successfully integrated a number of acquired businesses into IRIS including in our Customer Support area. This may involve reporting line changes from time to time, as well as aligning to other ways of working such as skills matrices, customer service frameworks and quality activity as a few examples. Nevertheless, we have never made any redundancies or restructured in Support as part of integrating acquired businesses. We are delighted to have a Career Progression Scheme across Customer Support, and this has been extended to some acquired companies, with plans to roll out wider to ensure consistency with progression and equal opportunities for all. We recognise that rapid growth provides particular challenges for upscaling our systems and infrastructure, which is why we’ve invested in Project Quantum, our world-class integrated software platform which replaces isolated processes across our business with a fully integrated set of systems. This provides standardised resources and tools across the IRIS family to help our employees navigate our processes and enable them to work efficiently together. We are committed to building #1RIS and ensure that all employees, including newly acquired staff, are invited to join our competitive benefits package, participate in monthly Peakon surveys and global company updates, move to an IRIS contract, and we encourage cross function collaboration so we can benefit from shared expertise. Paying our employees fairly and competitively for their hard work is of the upmost importance to us, and we're delighted to be officially recognised as a Real Living Wage employer. This means we commit to paying a fair wage to cover at least the real cost of living in the UK as calculated by the Real Living Wage Foundation. On top of this, we run an annual salary review process which includes benchmarking data, to make sure we are paying fairly and competitively compared to the market. We also offer pay scales in select departments and operate a range of generous bonus and commission schemes to recognise and reward hard work. We want our employees to feel empowered and we work hard to ensure that everyone across IRIS can share their fantastic ideas and suggestions with us. We encourage you to use Peakon, our monthly survey tool, to share your ideas with managers and senior leaders in real time. This feedback can be instantly viewed, allowing our leadership teams to act on ideas quickly and respond to comments. 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