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I am writing this Job Post to brief about the job prospect with IRIS KPO Resourcing Pvt Ltd (IRIS Software Group) for Team Lead - Customer Services

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Shift timing : UK Timings (2 PM to 11 PM)

Web Link : https://www.iris.co.uk/

LinkedIN : https://www.linkedin.com/company/iris-outsourcing-and-global-product-development-centre/posts/?feedView=all Job Title :

Location : Chennai, India (Work from Office) | UK Business Hours (2:00 PM - 11:00 PM IST)

Candidates must be interested to work from officce along the team.

One way (Drop) Transport will be provided for the women colleagues.

Employment Type : Full-Time | Permanent

About Us

With 40 years' experience, the IRIS Software Group is a leading provider of business-critical software and services to the UK accountancy and payroll sectors in the UK. IRIS continues to be a leading supplier to the UK accountancy sector with over 20,000 Accountancy Practices relying on IRIS every day to run their business, and IRIS meets the needs of over 80,000 SMEs through its leading bookkeeping, payroll and HR software solutions, with 14% of UK companies paying their employees through IRIS. The Education division of IRIS also provides software to over 10,000 schools and academies and 51% of UK academies are powered by its PS Financials software.IRIS is focused on employee learning and development with a large number of its Finance Team undergoing supported training and clear progression opportunities.





India Operations:IRIS KPO Resourcing is a subsidiary of IRIS Software Group Ltd based out of 5th floor, Pottipati Plaza, Nungambakkam, Chennai, India. We are fully integrated with our UK entity in providing IT and ITeS solutions as global delivery center. We do not have any other office in India.More information on IRIS KPO Resourcing India could be accessed at https://www.iris.co.uk/products/iris-resourcing/

Job summary
Working within IRIS Professional Services, the employee will be responsible for leading a team of project co-ordinators, managing the team in the office following IRIS rules and expectations set. Overseeing the day-to-day management required to ensure the smooth delivery of projects, governance is adhered to from receipt of order to completion.

Main responsibilities

- Consistent achievement of agreed KPIs/SLAs/Standards/Compliance for the team
- Effectively coach direct reports and team members and deliver the highest levels of customer service
- Develop individuals and implement learning interventions to reach the required standard whilst supporting personal development aspirations




- Handle customer escalations and complaints and where appropriate provide feedback to the individuals to help them learn
- Implement improvement plans with development actions and support
- Support the team in implementing activities/recent initiatives to enhance and exceed performance
- Promote a culture of continuous improvement and idea generation, encouraging the team to contribute to improving the ways of working, sharing best practices and developing knowledge articles
- Interviewing and hiring new employees as part of recruitment
- Conduct performance evaluation and take appropriate steps per company policy
- Be a role model for the IRIS values

Qualification

- Any graduation. Accounting background desirable
- Any certification on communication – desired, not mandatory

Experience

- Must have International voice calling and team handling experience with UK / US accent preferred
- Must have excellent English verbal and written language skills
- Experience in handling voice / chats / emails
- Good questioning, probing, listening and problem-solving skills
- Good customer interaction skills with the ability to recognize the customers’ needs
- Good empathy and customer ownership skills
- Strong interpersonal skills
- Previous experience of working within a deadline-based customer support team
- Good self-management (Attendance/Break Management/Adherence/AHT)
- Good Data input skills, MS Office (Excel, Word, Outlook) skills

Competencies

- Works effectively under pressure
- Ability to manage priorities and meet deadlines
- Excellent communication skills
- Attention to detail
- Team Player

📌 Team Lead - Customer Service - International Voice (Chennai)
🏢 IRIS KPO Resourcing
📍 Chennai