Lack in Customer service - Consultant IRIS Software Group Employee Review

Thank you for taking the time to leave a review, although we are surprised and disappointed by your comments. We run an annual salary review each autumn, where we use a best practice and evidence-led process to fair and competitive salary increases, taking into consideration several influencing factors to ensure we are taking a fair and informed approach. We're also proud to be officially recognised as a Real Living Wage employer, meaning we are committed to paying a fair wage to cover at least the real cost of living in the UK as calculated by the Real Living Wage Foundation. We also hold annual performance appraisals in May. Our Year in Review discussions are a great opportunity to agree your objectives with your manager, set expectations, and define what support you need to deliver great things in the coming financial year. We work hard across IRIS to give all managers the skills they need to motivate, develop, and inspire their teams. Our ‘Managing with IMPACT’ training programme, which has currently supported 74 managers in the past 12 months and has 15 managers starting the course soon, provides ongoing support, communication, emotional intelligence and practical training, HR coaching, and wellbeing tools to ensure that their employees are performing at their best. One of our core IRIS values is #CustomerFocus, and we encourage all our employees to put the customer at the heart of what they do. We are proud to run an extensive induction training for our Customer Support team, delivered by our Customer Service experts who are able to bring the training to life with their own experiences. In addition, to support our employees and build their knowledge, our IRIS help hub provides individual help centres for our range of products. This includes 18 help centres which provide information and knowledge articles on the products for both colleagues and customers. We are also proud to conduct regular customer surveys to gather valuable feedback on what we are doing right and where we can prioritise and invest in development and innovation to drive continuous customer-focused change across the business. We do this through a Net Promoter Score (NPS), which is an industry-recognised index that measures the likelihood of our customers to recommend our products or services to others. We’re always looking for ways we can be the best we can be, and we would welcome any further suggestions. Please speak to your HR representative or leave a comment in our next Peakon survey. Kind regards, the HR team