Customer Support Accountant

FreeAgent; City of Edinburgh; Hybrid; GBP 29,000 - 34,000; Full time

Job summary

FreeAgent, a leading fintech company, is looking for a Customer Support Accountant to join their Edinburgh team. This role combines practical accounting expertise and outstanding customer service to enhance client experiences with the product. With a strong commitment to work-life balance and comprehensive perks like hybrid working options, 33 days of holiday, and a wellness focus, it's a unique opportunity to grow in a supportive environment.

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

Focused learning time

Volunteering day

Qualifications

• Demonstrable practical accounting experience, preferably in a bookkeeping or accounts assistant role.
• Thorough knowledge of accounting processes with hands-on experience.
• Experience in customer service roles and ability to provide first-rate customer support.

Responsibilities

• Serve as the first point of contact for customer queries via phone, email, and chat.
• Provide training to customers on the product and assist them effectively.
• Test new features and upgrades, giving feedback to product teams.

Skills

Customer Service

Accounting Knowledge

Computer Literacy

Tech-Savvy

Education

Practical Accounting Experience

Tools

Bookkeeping Software

Job description

Customer Support Accountant

Department: Support

Employment Type: Permanent - Full Time

Location: Edinburgh

Compensation: GBP 29,250 - GBP 33,450 / 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 Customer Support Accountants.

Joining as a mid-level Support Accountant means you'll bring knowledge and hands on experience of working in the accounting industry to further improve the experience of our customers. You'll receive structured training and career development, while being able to hit the ground running supporting our 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 demonstrable practical accounting experience. We'd be looking for experience working with everything from payroll RTI to VAT and Self Assessment from either an accounts assistant role, working in an accounting practice, bookkeeping role or similar.
• 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 an awareness of the bookkeeping and accounting software packages available to small business owners
• 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

Our salary bands are GBP 29,250 - GBP 33,450 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.

• We prioritise your well-being with a comprehensive range of benefits
• Competitive salary and a broad range of employee benefits
• We prioritise your well-being with a comprehensive range of benefits
• Competitive salary and a broad range of employee benefits