Assistant Customer Support Accountant

FreeAgent; City of Edinburgh; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading fintech company in Edinburgh seeks an Assistant Customer Support Accountant to join their exceptional Support Team. This role offers structured training and the opportunity to grow in a supportive environment, focusing on customer service and accounting knowledge.

Benefits

33 days holiday

Flexible/hybrid working

Private health care

Life assurance

5% matched pension contributions

Summer 4 day weeks

Buy-as-you-earn share schemes

Sabbatical leave

Cycle to work scheme

Wellness webinars

Qualifications

• Thorough knowledge of accounting processes with practical experience.
• Experience in providing first-rate customer service.

Responsibilities

• First point of contact for customer queries via phone, email, and chat.
• Provide training to customers and assist with product inquiries.
• Test new features or upgrades for product teams.

Skills

Accounting

Customer Service

Tech-Savvy

Education

Accounting Degree

Job description

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Our Support Team

We pride ourselves on our exceptional customer support, and to help us continue this we’re looking for accounting/bookkeeping professionals who are interested in a career in fintech, to compliment and grow our experienced team of qualified and part-qualified bookkeepers and accountants. We invest in our people, providing in-house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team. Check out this blog for more insight into what life's like in our exceptional Support Team! ️

Department: Support

Employment Type: Permanent - Full Time

Location: Edinburgh

Compensation: £25,000 - £29,250 / year

Description

Our Support Team

We pride ourselves on our exceptional customer support, and to help us continue this we’re looking for accounting/bookkeeping professionals who are interested in a career in fintech, to compliment and grow our experienced team of qualified and part-qualified bookkeepers and accountants. We invest in our people, providing in-house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team. Check out this blog for more insight into what life's like in our exceptional Support Team! ️

The role

We are currently hiring to fill our Assistant Customer Support Accountant role.

Joining as an Assistant Support Accountant will allow you to find your feet and establish your career in the fintech industry. Building on your existing accounting knowledge, you’ll receive structured individual training to become an integral part of the Support Team, helping delight FreeAgent customers.

Day to day you’d be helping users by:

• being the first point of contact for our customers, via phone, email, and online chat, and responding accurately and promptly to customer queries
• providing 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
• helping people who are interested in the product, but need more information to decide if it’s right for them
• assisting the product teams by testing new features or upgrades to existing functionality
  
  
  

You

Ideally you'll:

• have an accounting degree or completed accountancy related studies
• have a thorough and robust knowledge of accounting processes, ideally supported by practical experience
• be highly computer-literate and tech-savvy, understanding that online engagement is crucial to the success of our business
• have a clear understanding of the issues facing small businesses, and a keen interest in how the right financial software can help them
• have an awareness of the bookkeeping and accounting software packages available to small business owners and perhaps have some experience using one or more through studies or work experience
• enjoy providing first-rate customer service and have experience of this from a previous role
  
  
  

Anyone looking to complete their CIMA or ACCA should note that this role will not provide an opportunity to gain the practical experience necessary for these qualifications.

Our work life

We believe in a strong work-life balance, we don’t work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams.

At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!

Work pattern for this role

This is a permanent role (Monday to Friday, 9am to 5pm).

This role will be based in our Edinburgh office, with an initial training period of at least 6 months. However, after this training period is completed there will be an opportunity to adopt hybrid working, with an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.

Perks

The salary band for this role is £25,000 - £29,250 per annum. Salary bands are linked to performance expectations, to help nurture our culture of learning as well as fairness. A starting salary would likely leave some opportunity for growth within the band.

We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:

• 33 days holiday (and an extra day for each year you're with us)
• Flexible/hybrid working
• Private health care
• Life assurance
• 5% matched pension contributions
• Summer 4 day weeks (giving you 8 additional days off!)
• Buy-as-you-earn share schemes
• Sabbatical leave (unpaid)
• Cycle to work scheme
• Wellness webinars
• Focused learning time and learning budgets
• Volunteering day
  
  
  

Tempted to apply? Please read over the hiring process for this role so you know what to expect.

About FreeAgent

FreeAgent aims to remove the stress and pain of dealing with business finances. From the very beginning in 2007, our aim was to create a product that would make an impact and improve the lives of micro-businesses in the UK. Now FreeAgent is one of the UK's most popular online accounting software providers, with over 200,000 customers.

Not to blow our own horn … but in 2024 we won the UK Customer Experience silver award for 'Customers at the Heart of Everything'. ICB LUCA Awards also named FreeAgent the 'Friendliest Software of the Year' in 2024 for the fifth time (following wins in 2019, 2020, 2022 and 2023). The list could go on!

From hiring our very first employee back in 2008, we’ve grown to over 250 employees who all share the same vision and values. Find out more about what it's like to work here on our Life at FreeAgent blog. If you still have questions, email [e-mail]

FreeAgent is an equal opportunities employer, and we invest in our people and culture to ensure we have a happy, diverse and high-performing team. We strongly encourage applications from people with varied backgrounds and perspectives. All applicants are considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, disability, family or parental status.

We hope the detail in our job advertisements is informative but not limiting. Research shows, and we’ve observed, that underrepresented groups are less likely to apply for a role without meeting all of the criteria listed. If this feels relatable we’d encourage you to apply, even if you think there may be areas for development.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Accounting/Auditing and Finance

• Industries

  Software Development

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