Assistant Customer Support Accountant

Our Support Team prides itself on 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 complement 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.

The role involves joining as an Assistant Support Accountant, allowing you to establish your career in the fintech industry. Building on your existing accounting knowledge, you’ll receive structured individual training to become an integral part of the Support Team, helping delight FreeAgent 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.

Ideally you’ll:

• Have an accounting degree or completed accountancy related studies.
• 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 a clear understanding of the issues facing small businesses, and a keen interest in how the right financial software can help them.
• Have an awareness of the bookkeeping and accounting software packages available to small business owners and perhaps have some experience using one or more through studies or work experience.
• 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.

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!

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.

The salary band for this role is £25,000 - £29,250 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.