Are you ready to take your career to the next level? We’re looking for a Service Improvement Analyst (Level 3) to join our dedicated customer support team at IRIS. In this role, you’ll help drive positive change, champion customer satisfaction, and create a best-in-class experience for our customers across all sectors. As the voice of the customer, you’ll lead improvements across Customer Operations, tackle challenges at their root, and foster a culture of continuous improvement. This is your chance to make a real impact in a dynamic, fast-paced environment where no two days are the same What Will You Be Doing? Driving Change: Identify, plan, and implement opportunities to enhance customer experiences and improve processes. Collaborating Across Teams: Work with stakeholders at all levels, from Divisional Managing Directors to Heads of Functions, to drive efficiencies and tackle customer issues. Standardising Excellence: Develop and maintain consistent ways of working, supported by Standard Operating Procedures and ISO9001 standards. Tracking Impact: Monitor and report on the success of service improvement initiatives, ensuring measurable results. What Are We Looking For? We’d love to hear from you if you have: Experience in service improvement, process management, or quality assurance. Strong skills with Microsoft Office (Word, Excel, PowerPoint). The ability to evaluate processes and measure improvements. A passion for data analysis and a knack for turning insights into action. Exceptional communication and stakeholder management skills. A customer-first mindset and a collaborative approach to working with others. Bonus: Experience in project or change management or customer-facing roles. Why Apply? Make a Real Impact: Be at the forefront of driving meaningful change for our customers. Career Growth: Take on a pivotal role that offers opportunities for learning and development. Collaborative Culture: Work with passionate, driven colleagues who are all about continuous improvement. This is a fantastic opportunity to continue growing your career within IRIS while helping shape the future of our customer operations. Ready to take on this challenge? Apply today and let’s make a difference together INDLOW About IRIS As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations. IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence. Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance. Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity. It’s vital these mission-critical functions work first time, every time. That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth. IRIS is a company built on hiring the best people; our people are our greatest assets. They enable us to be the innovative, market-leading, and high-performing company that we are today. We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women. These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward. IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do. This is why we work to create an environment where employees feel like they are part of a team. Why work for IRIS? The Benefits Generous holiday allowance Charity / volunteering days Income protection insurance Life assurance Employee Assistance Program Private healthcare Enhanced maternity pay Additional discount schemes Cycle to work scheme Developing your career We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by: Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training. Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values. Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees. We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys. Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other. Documents