Customer Experience Specialist - Accounting

Roman Health Pharmacy LLC; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking passionate Customer Experience Specialists to join their dynamic team. In this role, you'll provide exceptional support to a diverse range of users, ensuring their needs are met with empathy and professionalism. Your ability to adapt and thrive in a fast-paced environment will be crucial as you assist customers with their accounting and bookkeeping queries. You'll also enjoy generous benefits, including paid leave for personal wellbeing and flexible working options, making this an exciting opportunity for those looking to make a real impact in customer service.

Benefits

Generous paid leave

Private medical insurance

Gym passes

Employee Assistance Program

Employee Share Plan

Flexible working

Paid parental leave

Qualifications

• Experience in a service environment with proven problem-solving skills.
• Strong communication skills and proficiency in IT tools.

Responsibilities

• Provide timely support to customers across various channels.
• Manage inquiries and ensure customer satisfaction through effective communication.

Skills

Problem-solving skills

Customer service skills

Communication skills

IT skills

Team player

Education

Accounting or bookkeeping qualification

Tools

Salesforce

Microsoft Office

Google Suite

Job description

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you’ll make an impact

Xero’s Customer Experience (CX) team works collaboratively to provide 24/7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants. As a CX Specialist, you’ll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses.

In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers' shoes, to deliver consistently high-quality customer satisfaction across all contact channels. The work is both challenging and rewarding, requiring resilience and adaptability. While you may not always have immediate answers, you'll be someone who embraces challenges and adapts quickly to change. You’ll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels.

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

• Monday through Friday, 11:30 am - 8:00 pm
• Tuesday through Saturday, 11:30 am - 8:00 pm
• Thursday through Sunday, 11:30 am - 8:00 pm

Please note that the anticipated start date will be in June 2025.

If you're someone who thrives in a dynamic environment, we encourage you to apply.

What you’ll do

• Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.
• Manage customer inquiries through to resolution, ensuring customers are kept informed.
• Accurately record case details using our case management system (e.g., Salesforce).
• Communicate clearly and effectively to ensure high levels of customer satisfaction.
• Proactively engage with customers to help them maximise the benefits of Xero.
• Escalate unresolved issues appropriately, keeping customers updated throughout the process.
• Achieve quality and productivity targets.
• Stay up-to-date with Xero product changes and training.

What you’ll bring with you

• Accounting or bookkeeping qualification required (or currently working towards one).
• Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.
• Proven problem-solving and resolution skills.
• Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.
• Clear and concise communication skills, both written and verbal.
• Confidence and comfort in making proactive & reactive outbound calls.
• Diligence and commitment to following through and resolving customer problems.
• Initiative, self-management skills, and flexibility.
• A proven team player with a willingness to assist other team members.

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.