Customer Support Team Lead

Bring your leadership to a team that keeps our customers running smoothly.

At IRIS Software Group, our mission is to make life simpler for Accountancy professionals through reliable, easy-to-use software. Behind every great product is an equally great support team - and that's where you come in.

As a Customer Services Team Lead, you'll lead a team of talented Analysts who support customers across our core Accountancy suite. Your job is to make sure every customer gets fast, professional help - the kind that builds trust and keeps their business moving.

You'll coach, motivate, and develop your team to deliver an exceptional service experience - one that's efficient, personal, and focused on resolving issues the right way.

Why This Role Matters

Our customers rely on us every day to help them work smarter and stay compliant. This role ensures we deliver on that promise. You'll set the tone for service excellence - balancing quality, pace, and empathy - and lead your team to think proactively, not just reactively.

It's about creating the kind of experience where customers don't just get answers; they get confidence in IRIS.

About the Team You'll Join

You'll lead a team of 8-10 experienced Customer Service Analysts, mainly based in our Slough / Heathrow Approach office, while working closely with colleagues in our India team.

They handle 1st-, 2nd- and 3rd-line support queries from accountants across the UK - tackling complex cases, resolving issues, and helping customers make the most of their software. You'll be there to guide, coach, and support them every step of the way.

What You'll Be Doing

• Lead, coach, and inspire your team to deliver exceptional customer service and meet all agreed KPIs, SLAs, and quality standards.
• Foster a customer-first culture, encouraging confident, proactive communication and a genuine connection with those we support.
• Monitor and manage team performance, behaviours, and workloads to ensure high standards and consistent delivery.
• Support your team's development with regular 1-1s, coaching sessions, and tailored learning opportunities.
• Handle escalations with professionalism and clarity, turning challenges into opportunities to strengthen trust.
• Collaborate with other internal teams to share insights, improve processes, and enhance the customer experience.
• Foster a culture of continuous improvement, empowering the team to suggest smarter, simpler ways of working.
• Ensure compliance with all data protection, security, and service policies.

What We're Looking For

You'll thrive in this role if you have:

• Proven leadership experience in a customer-facing service or helpdesk environment.
• A customer-centric mindset - you care about doing what's right for the customer, not just ticking boxes.
• Excellent communication and people skills, able to motivate and influence others with confidence.
• Strong organisational and analytical ability, ensuring workload is balanced and performance is on track.
• A focus on coaching and developing others to reach their potential.
• A proactive attitude - you see opportunities for improvement and act on them.

(Accountancy or software knowledge is useful but not essential - what matters most is great leadership and a passion for delivering brilliant service.)

What You'll Gain

• A hands-on leadership role where you'll make a visible difference to customers and colleagues.
• The chance to shape how we deliver service across our Accountancy customer base.
• Support, coaching, and opportunities to grow your skills in leadership and service delivery.
• A friendly, collaborative culture that values teamwork, curiosity, and doing things the right way.

Our Application Process

We like to keep things fair, simple, and transparent:

Apply online

Upload your CV and details.

Initial Interview (plus Online Assessments)

A chat with our Talent team, plus two short assessments:

• CCAT (15-minute timed test).
• EPP (untimed personality questionnaire).

First Interview (MS Teams)

A conversation with our Senior Manager, Customer Services and a Team Lead.

Final Interview (MS Teams)

Meet our Senior Director, Customer Services to discuss your approach, priorities, and leadership style.

Join IRIS and lead a team that delivers fast, personal, and professional service - helping our customers succeed and grow every single day.