Customer Support Consultant

Mulberry Recruitment; Wokingham; On-site; GBP 22,320 - 27,280; Full time

Job summary

Mulberry Recruitment is seeking an Accountancy Customer Support Consultant to join its fintech software team in Wokingham. You will support customers using accounting software, delivering practical, knowledge-based solutions and building strong relationships.

You will mentor junior team members, contribute to continuous improvement of the support function, and maintain expert knowledge of all products. Strong accounting background and communication skills are essential.

Qualifications

• Degree in Accountancy or related field.
• Minimum 6 months’ experience in a customer service role.
• Knowledge of UK tax, including self-assessment and tax bands.
• Understanding of financial statements and general accounts preparation.
• Familiarity with double-entry bookkeeping principles.
• Strong interest in software and technology; role is software-support focused.
• Excellent written and verbal communication skills.

Responsibilities

• Deliver high-quality second-line support via telephone and email to accountancy customers.
• Oversee the daily workflow of first-line Customer Support Executives.
• Mentor junior team members and contribute to training.
• Maintain a strong understanding of all company products.

Skills

Communication skills

Customer service

Software interest

Analytical problem-solving

Mentoring

Team collaboration

Education

Degree in Accountancy or related field

Job description

Customer Support Consultant – Accountancy

Location: Wokingham
Salary: Up to £24,800

A fast-growing fintech software company is seeking an Accountancy Customer Support Consultant to join its team in Wokingham. This role is ideal for someone with an accountancy background who wants to combine their technical knowledge with strong customer service skills.

You will support customers using accounting software, providing practical, knowledge-based solutions while building strong relationships. The position also involves mentoring junior team members and contributing to continuous improvement across the support function.

Key Responsibilities

• Deliver high-quality second-line support via telephone and email to accountancy customers
• Oversee the daily workflow of first-line Customer Support Executives
• Act as a subject matter expert, supporting and developing team members’ accounting knowledge and customer service skills
• Collaborate with Compliance Specialists to identify training needs and assist in delivering training
• Maintain a strong understanding of all company products
• Create, update, and maintain support documentation (FAQs, user guides, knowledge base articles)
• Develop internal and customer-facing training materials, including video content
• Act as the lead contact for Accounts Production products within the software suite
• Log and review product enhancements and defects, including testing and validation
• Participate in pre-release product testing
• Monitor and report on team performance against SLAs to the Head of Customer Care

Skills & Experience

• Degree in Accountancy or a related field
• Minimum 6 months’ experience in a customer service role
• Working knowledge of UK tax, including self-assessment, tax bands, and calculation structures
• Understanding of financial statements, including balance sheets and general accounts preparation
• Familiarity with double-entry bookkeeping principles
• Strong interest in software and technology (role focuses on software support rather than complex tax advisory)
• Excellent written and verbal communication skills

Personal Attributes

• Confident and professional telephone manner
• Clear and concise written communication
• Strong customer-focused approach
• Analytical and well‑organised problem‑solving skills
• Ability to coach, mentor, and share knowledge effectively
• Positive and professional approach when dealing with customers at all levels
• Proactive mindset with a drive to improve processes
• Ability to influence and engage others