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- Tasks: Support customers with accounting queries via phone, email, and chat.
- Company: Xero helps businesses thrive by automating tasks and providing valuable insights.
- Benefits: Enjoy flexible working, generous leave, private medical insurance, and gym passes.
- Why this job: Join a dynamic team that values resilience and customer satisfaction while making a real impact.
- Qualifications: Accounting qualification required; service experience and strong communication skills preferred.
- Other info: Start date is July 2025; we encourage diverse applicants to apply.
The predicted salary is between 28800 - 43200 £ per year.
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 July 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.
Customer Experience Specialist - Accounting employer: Xero
Contact Detail:
Xero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist - Accounting
✨Tip Number 1
Familiarise yourself with Xero's products and services. Understanding how they benefit small businesses will help you engage with customers more effectively and demonstrate your passion for the brand during interviews.
✨Tip Number 2
Practice active listening skills. In a customer experience role, being able to empathise and understand customer needs is crucial. Consider role-playing scenarios with friends or family to enhance your ability to respond thoughtfully.
✨Tip Number 3
Brush up on your accounting knowledge. Since the role requires an understanding of accounting and bookkeeping, reviewing key concepts and terminology can give you an edge in conversations with potential customers.
✨Tip Number 4
Showcase your problem-solving skills. Prepare examples from your past experiences where you've successfully resolved customer issues. This will demonstrate your capability to handle challenges effectively, which is essential for this role.
We think you need these skills to ace Customer Experience Specialist - Accounting
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Customer Experience Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: Emphasise any previous experience in customer service, particularly in accounting or bookkeeping. Use specific examples to demonstrate your problem-solving skills and ability to meet service levels.
Showcase Communication Skills: Since clear communication is crucial for this role, ensure your application reflects your written communication skills. Use concise language and structure your application logically to make it easy to read.
Express Your Passion: Convey your enthusiasm for the Xero brand and its mission. Explain why you want to be a part of their team and how you can contribute to enhancing customer experiences.
How to prepare for a job interview at Xero
✨Show Your Passion for Customer Experience
As a Customer Experience Specialist, it's crucial to demonstrate your enthusiasm for helping customers. Share examples of how you've gone above and beyond to ensure customer satisfaction in previous roles, and express your genuine interest in Xero's mission to support small businesses.
✨Highlight Your Problem-Solving Skills
Prepare to discuss specific instances where you've successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your ability to think critically and adapt to challenges.
✨Familiarise Yourself with Xero Products
Before the interview, take some time to explore Xero's products and services. Understanding their features and benefits will not only help you answer questions more effectively but also show your commitment to the role and the company.
✨Practice Clear Communication
Since clear communication is key in this role, practice articulating your thoughts concisely. You might want to conduct mock interviews with a friend or family member to refine your verbal skills and ensure you can convey information clearly and effectively.
