Customer Support Specialists - Bookkeeping

Job Description

Job Title - Customer Support Specialists - BookkeepingContract - PermanentSalary Bands £22,050 - £26,250 (Graduate/Assistant level), or £26,250 - £30,450 (Mid-level) per annum + BenefitsLocation - EdinburghShift Patterns - Monday - Friday 9am-5pm (hybrid working options available after probation)Change Recruitment is recruiting for talented Customer Support Specialists (Bookkeeping) to join our Fintech client in Edinburgh.This is an excellent opportunity for individuals with exceptional Customer Service Accountancy skills (at all Levels) to join this City Centre-based organisation.Youll join our clients highly decorated team of accounting & bookkeeping specialists. Excellent Training programme is provided by our client for all levels.If you join our client as a Graduate or Assistant Support Accountant, this role will allow you to find your feet and establish your career in the fintech industry.Joining our client as a mid-level Support Accountant, youll bring knowledge and hands on experience of working in the accounting industry to further improve the experience of our customers.Fantastic working hours; Monday to Friday 9am to 5pm on a Permanent contract. (Hybrid working options available after 6 months)Role & Responsibilities:Youll be the first point of contact for our customers, via phone, email, and online chat, and responding accurately and promptly to customer queries.

• Assisting customers over the phone, live chat & email with the following:
• Responding to queries regarding specialist area feature requests
• Communicating outcomes of investigations to internal stakeholders & identifying root causes through learnings which are then used to improve customer experience in the future.
• Identify the key information for each account and record this accurately.
• Provide training to customers by way of outbound calls, both to people who are currently on a free trial, as well as subscribers who request further training.
• Proactively contacting users to see if they need help.
• Assist potential customers who are interested in the product but need more information to decide if its right for them.
• Assist the product teams by testing new features or upgrades to existing functionality.

What you will need to have:Demonstrable practical accounting experience.For the junior levels this may be in the form of an accounting qualification or work experience.For mid and senior levels, we would be looking for experience working with everything from payroll RTI to VAT and Self-Assessment from either an accounts assistant role, working in an accounting practice, bookkeeping role or similar.

• Excellent communication skills,
• Customer service experience; excellent listening skills and a passion for helping people.
• Excellent spoken & is analytical with excellent correspondence writing skills.
• Thorough and robust knowledge of accounting processes, supported by practical experience.
• Excellent attention to detail.
• Ability to work collaboratively with other areas of the business departments to improve customer experience.
• Highly computer-literate and tech-savvy, understanding that online engagement is crucial to the success of our business.
• Robust accounting knowledge, and experience working with everything from payroll RTI to VAT and Self-Assessment from either an accounts assistant or bookkeeping role or similar.
• Practical experience of using a variety of bookkeeping and accounting software packages
• Hands-on experience of working with small businesses, possess a clear understanding of their issues, and have a keen interest in how the right financial software can help them.
• Enjoy providing first-rate customer service and have considerable experience of this from a previous role.

Accounting qualifications (accounting degree, AAT, CIMA or ACCA) ideal or being qualified by experience is as valuable in this role.If your skills match the criteria above & you are keen to be considered, please submit your CV to Tony Davison at Change Recruitment for due consideration.