Customer Experience Specialist - Accounting

Xero; Milton Keynes; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Xero in Milton Keynes is seeking a Customer Experience Specialist to support small business owners, bookkeepers and accountants, helping them unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across channels.

You will join a collaborative team focused on activation and retention, using AI-enabled tools and a friendly, professional approach. Training requires in-office presence for the initial period, with a hybrid schedule offered after onboarding.

Qualifications

• Accounting or bookkeeping qualification or ongoing studies (e.g. AAT Level 4).
• Excellent written and verbal communication.
• Experience in a service-focused environment with quality targets.
• Ability to build trust with customers and colleagues.
• Comfort using common IT tools.
• Adaptable to change in a fast-paced setting.

Responsibilities

• Support customers via calls and emails.
• Proactively reach out to encourage better product utilisation.
• Capture details in case management tools like Salesforce or similar.
• Apply accounting knowledge to resolve queries for users and professionals.
• Collaborate with the team to drive activation and retention.

Skills

Accounting basics

Clear communication

Problem solving

Trust building

Decision making

Google Workspace

Microsoft Office

Education

AAT Level 4 or equivalent

Tools

Google Workspace

Microsoft Office

Job description

The role & impact

As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels.

The role & impact

As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels.

You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high-change environment, your resilience and empathy will ensure every customer receives a best-in-class experience, turning complex queries into simple, effective outcomes.

The Team & How They Connect

You will join a collaborative Customer Experience team that works together to deliver high-quality support and drive positive customer outcomes like activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology.

Initially, you will focus on

• Supporting customers through a mix of reactive support and proactive calls to encourage better product utilisation.
• Embracing new tools and technology, including Generative AI, to enhance the delivery of our customer experience.
• Using case management applications like Salesforce to accurately capture details and ensure seamless service.
• Applying accounting fundamentals to resolve queries from both new users and seasoned professionals.

Where And How You Can Work

This team operates a hybrid working arrangement, requiring three days per week in the office. You will be able to work from home for the remaining two days. Please note, the initial training period for this role will require you to be fully in the office five days a week.

We are looking to add Customer Experience Specialists to our team who will work one of the following schedule:

• Sunday through Thursday, 11:30AM - 8PM
• Tuesday through Saturday, 11:30AM - 8PM

Please note that the anticipated start dates will be in 26 October 2026. There will also be an evening pay supplement for shifts ending at 8:00 PM.

Here are some of the things we are looking for

• You bring a strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g. AAT Level 4, or equivalent)
• Your communication style is clear and concise, allowing you to explain complex information simply whether you are on the phone or writing an email.
• You have experience in a service-oriented environment where you have successfully met quality targets and solved problems efficiently.
• A natural ability to build trust and maintain positive relationships with customers and colleagues alike is something you pride yourself on.
• You are confident in making decisions that benefit the customer and are comfortable using IT suites such as Google Workspace or Microsoft Office.
• Adapting to change comes easily to you, and you take personal accountability for achieving great results in a fast-paced setting.