IRIS Software Group

2.0

Dec 8, 2020

Recommend

CEO approval

Business outlook

Pros

-The work is relatively unchallenging, which works if you want your role to be mundane -Work is strictly between 9am and 5pm weekdays, which is convenient if you don't want to take your work home

Cons

-The biggest con is the customer base & Iris's lack of internal support to deal with them. A majority of customers are often grumpy, aggressive & manipulative, and usually take more help than should be regularly offered. This could be managed if more people were hired and wait times were reduced, but IRIS would rather keep a skeleton staff and make queues long & tedious. Additionally, IRIS should make the customer base more aware that aggressive behaviours won't be tolerated, and that their engineers are normal people just trying to do their best, but again, IRIS would rather please the customer base than show decency to their staff -Very little malleability with booking holidays, 3 months of the year are restricted from booking, and even then you can be denied specific dates -Transferring a customer to a different department is a nightmare. The internal numbers are usually old & unused, which means a customer could end up going in circles, or you have no way to find out who's jurisdiction they should be under. The fact that licenses are split between London & Manchester, and London has no internal staff line for IRIS staff exclusively to use, means that issues with registration can take hours, even weeks, to fix -Facilities are very underfunded outside of London, and the buildings especially in the north west are usually old, in need of repair & filthy. Very little consideration is given to the technical support facilities in this regard, and my department would even joke that a new disgusting smell could be detected every day from the air conditioner -Progression is offered, but not made easily available or advertised often enough. If you want to progress, you have to really chase up any leads you can, and even then you may not get a response

IRIS Software Group Response

Thanks so much for leaving a review, although we’re surprised and disappointed by your comments. We have recently undergone a transformation project across our Customer Support teams and as part of this project, we’ve implemented a new telephony system across the entire organisation which allows us to better manage our call flows and improves the transfer process for calls internally. A review to further streamline telephone numbers will continue into the new year to improve the call transfer process even more. We record all calls for quality monitoring and would encourage you to immediately report any aggressive calls to your line manager so we can investigate and put things right. It is vital that our customers and colleagues treat each other with respect and any feedback received from either party is handled accordingly. We always monitor wait times, call handling performance and ticket closure times on a daily basis to identify any hot spots to ensure these can be addressed. It’s important that we have the right people in the right place at the right time to deliver an effective and efficient service to our customers and this can sometimes mean we limit the amount of holiday that can be taken at certain times of the year to deal with and customer peaks. All employees are given advance notice of this so they can plan their breaks accordingly – and with a generous 26 days holiday per year plus 3 Giving Back Days, there are plenty of opportunities to take holiday outside of our peak times. We recognise that this year has put exceptional strain on many, and we offer an extensive range of wellbeing support to all our employees – including funding training for dedicated Mental Health First Aiders across the organisation, a weekly worker support group, a free Employee Assistance Program and company-funded private healthcare with generous mental health provisions such as CBT and counselling, as well as a range of online mental health toolkits, resilience training and support from HR. Likewise, before lockdown, we were investing in a programme of office improvements across the UK, and we anticipate this will continue once we are back in the office. If you have any further feedback, please contact me directly, or email EmployeeFeedback@iris.co.uk. We wish you all the very best in your new role. Kind Regards, Alison Edgley - Customer Service Director

Lumbering & Lacklustre - Client Support Engineer IRIS Software Group Employee Review

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