Channels Specialist & Receptionist

People First; City of Edinburgh; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Birthday day off

Pension contributions

Life assurance

Health screening

Dental care

EV scheme

Cycle to work

Learning allowance

Job summary

Institute of Chartered Accountants of Scotland (ICAS) in Edinburgh is seeking an organised Channels Specialist with receptionist duties to join our Customer Operations Team. The role combines precise administrative work, data processing and front-of-house responsibilities to welcome visitors and support students, members and firms across multiple channels.

You will handle applications, payments and enquiries, maintain accurate records and ensure tasks flow through established processes.

Qualifications

• Strong administrative experience with data handling and recordkeeping.
• Experience processing applications, payments or documentation using business systems.
• Experience managing multiple inboxes, workflows or tasks to completion.
• Proven ability to deliver customer service across multiple channels.

Responsibilities

• Provide administrative and data-processing support across customer and operational activities.
• Handle enquiries from students, members, firms and other customers via telephone, email, post and in person with clear, empathetic responses.
• Process a range of activities including applications, payments and documentation, updating systems and records.
• Maintain reception duties: welcome visitors, direct to meeting rooms, manage front-of-house operations.
• Identify recurring issues from feedback and suggest process improvements to customer experience.

Skills

Communication Skills

Customer Service

Operations

Influencing Skills

Interpersonal Skills

Listening Skills

Microsoft Applications

organization skills

Planning

Receptionist Duties

Time Management Skills

Job description

We’re ICAS - a global professional membership organisation and business network for Chartered Accountants. We’re an educator, regulator, examiner, and a professional awarding body. Our smart and talented team comes from all walks of life. With a relaxed dynamic and a collaborative spirit, we take care of each other while supporting a vibrant, global membership.

Background

We are looking for an organised, accurate and proactive administrator to join our Customer Operations Team as a Channels Specialist with receptionist duties. This is a varied role focused on processing customer information, applications and operational activity, maintaining accurate records and supporting ICAS students, members, firms and other customers across a range of communication channels. The role is based at reception in our Edinburgh office and also includes providing a warm and professional welcome to visitors.

The Role

As a Channels Specialist, you will provide reliable administrative and data-processing support across a range of customer and operational activities. You will handle information carefully, update records accurately and make sure applications, enquiries and other tasks move efficiently through the correct processes.

You will process a varied range of activities, which may include student support arrangements, reasonable adjustments and access arrangements, membership activity, renewals, regulatory authorisations, payments and document management. This will involve reviewing information, checking that records are complete and accurate, updating systems, managing documentation and following established procedures.

You will also manage enquiries from students, members, firms and other customers by telephone, email, post and in person. You will provide clear, accurate and empathetic responses, resolve enquiries where possible and direct more complex matters to the appropriate ICAS team.

The role involves managing multiple inboxes, callbacks and competing priorities, maintaining accurate records and following enquiries and administrative tasks through to completion. You will handle confidential information appropriately and use customer feedback and data to identify recurring issues and suggest improvements to processes and the customer experience.

As ICAS receptionist, your normal working location will be the reception area of our Edinburgh office. As part of the receptionist duties you will provide day-to-day front-of-house cover by welcoming visitors, directing guests to meeting rooms, coordinating meeting-room requirements, receiving deliveries and keeping the reception area professional and organised.

Reception activity can vary during the day, so you will need to work independently, manage your administrative workload around visitor requirements and use quieter periods productively to support the wider team.

About You

You will be a highly organised and dependable administrator, ideally coupled with reception excperiencewith excellent attention to detail and the confidence to manage data, records and varied operational processes. You will be comfortable balancing detailed administrative work and customer enquiries with providing professional reception cover when visitors arrive.

You will be:

• Highly organised, methodical and able to manage a varied administrative workload and competing priorities.
• Accurate and attentive to detail, particularly when processing information, updating records and checking applications or documentation.
• Confident using systems, databases and digital tools to enter, maintain and retrieve information.
• Proactive and self-motivated, with the confidence to work independently and take ownership of tasks through to completion.
• A clear and professional verbal and written communicator who can explain information accurately and build rapport with customers and colleagues.
• A practical problem-solver who follows procedures, identifies when information is missing and knows when to seek support or elevate an issue.
• Friendly and professional, with the flexibility to provide a positive welcome to visitors alongside your core administrative responsibilities.

You will have experience of:

• Completing detailed administrative processes and maintaining accurate records.
• Processing data, applications, payments or documentation using business systems.
• Managing multiple tasks, inboxes or workflow queues and following work through to completion.
• Delivering customer service and managing enquiries across multiple communication channels.
• Handling sensitive and confidential information appropriately.
• Providing professional customer-facing or front-of-house support and working collaboratively as part of a wider team.

Working Pattern

This is a full-time, 12-month fixed-term contract based at the ICAS office in Edinburgh, working Monday to Friday, 8.30am-4.30pm.

The role is based at the reception area of the ICAS office, where the postholder will combine their core administrative and Channels Specialist responsibilities with daily front-of-house cover. The successful candidate must therefore be able to work from the Edinburgh office five days a week.

What you get?

As well as ICAS being a great place to work, with great people and an open and accessible executive team, we also offer a competitive salary, and generous staff flex benefits package which includes:

• Private medical insurance
• 35 days annual leave with option to purchase additional holiday
• Pension (9% employer contribution)
• Your birthday day off
• Life assurance
• Health care and screening
• Dental care
• Electric Vehicle Scheme
• Cycle to work scheme
• Annual individual learning allowance to spend on personal development

ICAS places equality, diversity, and inclusion at the heart of all that we do. With our partner organisations, we are committed to building a diverse membership and workforce that is beneficial for all, and that enables our communities to learn, grow and advance together.

Please note we are not an institute that can provide sponsorship, therefore a valid right to work in the UK is required for this role.

JD - Channels Specialist with Reception Sept 2026.docx

Skills for the job

Communication Skills Customer Service Operations Influencing Skills Interpersonal Skills Listening Skills Microsoft Applications organisation skills Planning Receptionist Duties Time Management Skills

Institute of Chartered Accountants of Scotland

CA House21 Haymarket YardsEdinburghEH12 5BHUnited Kingdom