Overview

Customer Renewals Advisor

Location: Manchester, Wigan or Slough (Heathrow Approach)
Department: Customer Renewals
Reporting to: Customer Renewals Manager

The Opportunity

We’re looking for a customer-focused, commercially minded individual to join our Customer Renewals team. This is an excellent opportunity for someone who enjoys building relationships, helping customers find the right solutions and ensuring they receive outstanding service throughout their journey.

You’ll manage your own portfolio of existing customers, taking ownership of their renewal process from start to finish. Working closely with Customer Success and Sales teams, you’ll play a key role in retaining customers, growing revenue and delivering an exceptional customer experience.

If you enjoy speaking with customers, solving problems and building long-term relationships, we’d love to hear from you.

What You’ll Be Doing

As a Customer Renewals Advisor, you’ll be responsible for:

  • Managing a portfolio of existing customers and handling their renewal process.
  • Contacting customers ahead of renewal dates to discuss their requirements.
  • Providing quotes and recommending the most suitable products and services.
  • Building strong, long-term customer relationships through regular communication.
  • Handling customer enquiries via phone, email and Microsoft Teams.
  • Taking ownership of customer queries through to resolution.
  • Ensuring renewals are processed accurately and before expiry dates.
  • Working closely with Sales and Customer Success teams to provide a seamless customer experience.
  • Keeping CRM records up to date and maintaining accurate customer information.
  • Staying informed on product updates and market trends to support customer conversations.
  • Achieving renewal, retention and service level targets.
  • Contributing to team meetings and business initiatives.

What We’re Looking For

We’re looking for someone who enjoys working with people and takes pride in delivering excellent customer service.

You’ll ideally have:

Essential

  • Experience in a customer-facing role (telephone or face-to-face).
  • Excellent communication and relationship-building skills.
  • Strong organisational skills with the ability to manage multiple priorities.
  • A proactive and positive approach to problem solving.
  • Good IT skills including Microsoft Office.
  • High attention to detail.
  • The ability to work both independently and as part of a team.

Desirable

  • Previous experience within Customer Renewals, Customer Success, Account Management or Sales.
  • Experience using Salesforce or another CRM system.
  • Experience working towards retention or revenue targets.

Key Skills & Behaviours

We’re looking for someone who is:

  • Customer obsessed and passionate about delivering outstanding service.
  • Commercially aware with the ability to identify opportunities.
  • A confident communicator.
  • Organised and able to prioritise workload effectively.
  • Calm under pressure.
  • Self-motivated and driven.
  • A collaborative team player.
  • Detail orientated with excellent administration skills.
  • Keen to learn, develop and progress their career.

Why Join IRIS?

At IRIS, you’ll join one of the UK’s leading software providers, supporting over 100,000 customers across 135 countries. We’ve been recognised as a Great Place to Work, including awards for Best Workplaces in Tech, Wellbeing, and Women, offering fantastic opportunities for career progression and personal development.

Salary: Competitive
Location: Manchester

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