Client Experience Manager - Delivering accounting & business support

Hughes, Isaac & Co; Burnham-on-Sea; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Hughes, Isaac & Co is seeking a Client Experience Manager to improve end-to-end client satisfaction within a hybrid role based in Burnham-On-Sea. The position supports accounting and business advisory services, with responsibilities including scheduling service delivery, overseeing filings, and maintaining client relationships.

The role emphasizes proactive guidance, clear communication, and collaboration with accounting teams to ensure timely, accurate results for small business clients in the

Qualifications

• Strong customer service and client-relations skills for a positive, consistent service experience.
• Excellent communication, clear written and verbal skills to explain accounting concepts clearly.
• Ability to coordinate multiple client engagements, manage timelines, and ensure on-time delivery of services.
• Previous accounting or business advisory experience is essential.
• Proficient with common accounting software like Xero and Excel; open to learning new tools.

Responsibilities

• Schedule and oversee delivery of accounting and business services.
• Complete statutory filings (accounts and tax returns).
• Monitor progress against client expectations and follow up on actions.
• Track client feedback and identify opportunities to improve processes.
• Prepare client-facing reports or updates and support service improvements.
• Mentor colleagues to improve their skills.

Skills

Customer service

Customer experience

Communication skills

Deadline management

Organizational skills

Education

Accounting qualification (CIMA, ACCA, AAT, ATT, ICAEW)

Tools

Xero

Excel

Job description

About Us:

We are a boutique 12 colleague firm based in South Wales, Bristol, and North Somerset built around supporting micro and small business owners. We support a diverse portfolio of corporate and individual clients from Cardiff to the South West of England, by providing a full range of accountancy services, helping clients meet their compliance requirements and understand the details behind their numbers. Support is built around the needs of each business owner and we are committed to helping clients thrive through clear advice, customized solutions, and proactive guidance.

Role Description

The Client Experience Manager - Delivering Accounting & Business Support is a full or part-time (30 hours plus), hybrid role located in Burnham-On-Sea. This role focuses on managing and enhancing the end-to-end client experience, ensuring that clients receive timely, accurate, and proactive accounting and business support.

Day-to-day responsibilities include; working closely with the accounting and advisory teams to schedule and oversee delivery of services, completing statutory filings (accounts & tax returns) , monitor progress against client expectations, and follow up on actions and outcomes.

The Client Experience Manager will track client feedback, identify opportunities to improve processes, prepare client-facing reports or updates, support the development of service improvements, and support / mentor colleagues to imrpove their skills.

Qualifications

• Strong Customer Service and Customer Experience skills to manage client relationships, respond to queries, and ensure a positive, consistent service experience.
• Excellent Communication skills, including clear written and verbal communication, active listening, and the ability to explain accounting and business concepts in accessible language.
• Demonstrated accountancy based deadline capabilities to coordinate multiple client engagements, manage timelines, and ensure accurate, on-time delivery of services.
• Previous experience in an accounting, or business advisory environment is essential.
• Strong organizational skills, attention to detail, and proficiency with common office and accounting software tools, such as Xero and Excel, but also the willingness to try new softwares and develop processes.
• Relevant education or training in an accounting qualification (CIMA, ACCA, AAT, ATT, ICAEW) is required, or equivalent practical experience.