Overview

Accountancy Customer Support Consultant

Location: Wokingham

Salary: £25,000 – £28,000 + Benefits

Are you looking to change your career? Do you want to use your tax and accounting knowledge as well as your customer service skills? If so then this could be the perfect role for you…

 

My client who is a fast-growing fintech software company based in Wokingham is looking for an Accountancy Customer Support Consultant to join their team. They are looking for candidates who have experience of working in accounting based roles who are looking for a customer service based role. You will have a passion to use knowledge and experience of tax and financial reporting to deliver knowledge based solutions helping customers and will be great at building a rapport with customers.

 

Daily Duties:

  • Provide a high level of excellent 2nd line telephone and email support to our Accountancy Customers
  • Manage daily workflow for a number of the customer support executives who provide 1st line support (both telephone and email) to our customers in your team
  • Act as a Subject Matter Expert for our customer support executives broadening their accounts knowledge and customer service skills
  • Work closely with our Compliance Specialists to assess training needs and assist in providing training for the team
  • Ensure you and your team have a sound knowledge of all products
  • Update and maintain the companies support materials (FAQs user guides and knowledge base articles)
  • Write and maintain training materials for internal and customer use
  • Become the recognised handler for Our Accounts Production products in the accounting suite
  • Raise enhancements requests/defects to be reviewed, including testing/verifying defects reported
  • Test of pre-release products
  • Provide training material for video based training content.
  • Provide stats for the head of customer care in relation to the department SLA’s

 

Experience:

  • An accountancy qualification ACCA or ACA – or be qualified to AAT level 4 or working towards level 4 completion
  • Have 5 years’ experience of working within an accountancy practice, which would include knowledge of at least three of the following:-
    • Bookkeeping up to trial balance level
    • Understanding of double entry transactions and journals required after the trial balance has been input, final accounts preparation, understanding of the different accounting standard regimes (FRS105, FRS102 (1A), Micro entities)
    • Creation of iXBRL accounts for HMRC filing, use of accounts production and iXBRL software with a software provider on the market (e.g. Sage, IRIS, TaxCalc etc)

 

Person Requirements:

A confident, calm and concise telephone manner

An excellent command of written communication

A customer centric approach to everything you do

An analytical and organised approach to problem solving

An ability to coach and pass on learning to others

An ability to interact positively with customers at all levels

Impetus to take initiative and want to strive to innovate

The ability to influence others to accept your ideas, plans or courses of action