Competitive + Commission
Manchester or Slough, UK (Hybrid)
At IRIS, we help schools, academies, and education providers streamline their operations through market-leading software solutions. We're looking for a Customer Renewals Advisor to join our Education team, managing a portfolio of customers and ensuring they receive outstanding service throughout their renewal journey.
This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and working in a commercially driven environment where customer retention and satisfaction are at the heart of everything we do.
What will you be doing?
As a Customer Renewals Advisor, you'll take ownership of a portfolio of education customers, ensuring renewals are managed efficiently, professionally, and with a strong focus on retention and customer success.
Key responsibilities include:
- Managing customer renewals from quote through to completion, ensuring contracts are renewed before their due dates.
- Delivering a friendly, responsive, and professional service via phone, email, and Microsoft Teams.
- Building strong relationships with customers, becoming a trusted point of contact throughout the renewal process.
- Providing accurate quotations and recommending the most suitable options based on customer needs and available solutions.
- Maximising renewal revenue opportunities while maintaining excellent customer service standards and compliance with company policies.
- Taking ownership of customer enquiries and seeing them through to resolution.
- Managing a portfolio of mid to upper-tier customers, ensuring a seamless and positive customer experience.
- Working closely with Sales, Customer Success Managers, and other internal teams to support customer retention and growth.
- Maintaining a strong understanding of IRIS products, services, and developments within the education sector.
- Ensuring service level agreements (SLAs) are consistently achieved through effective workload management and prioritisation.
- Participating in team meetings, business updates, and company initiatives while demonstrating commercial awareness and customer-focused thinking.
What we're looking for
Essential:
- Proven experience in a customer-facing role, whether over the phone, online, or in person.
- Strong communication skills with the ability to build rapport and develop long-term customer relationships.
- Excellent organisational skills with the ability to manage multiple priorities effectively.
- Good working knowledge of Microsoft Office, including Outlook.
- High levels of attention to detail and accuracy.
- Strong written, verbal, and numerical communication skills.
- A proactive, enthusiastic approach and a genuine passion for delivering excellent customer service.
- Ability to remain calm and think logically in a fast-paced environment.
Desirable:
- Previous experience in sales, account management, customer retention, renewals, or customer success.
- Experience using Salesforce or a similar CRM platform.
- Knowledge or experience of the education sector.
- Experience working against service levels, targets, or customer retention objectives.