At a Glance
- Tasks: Be the go-to person for customer queries and provide top-notch support.
- Company: Join a dynamic team at a leading accounting support company in Edinburgh.
- Benefits: Enjoy 33 days holiday, flexible working, and private healthcare.
- Other info: Hybrid work model after training with excellent career growth opportunities.
- Why this job: Make a real difference by helping customers navigate their accounting needs.
- Qualifications: 2-3 years of accounting experience and a passion for customer service.
The predicted salary is between 30000 - 34000 £ per year.
We pride ourselves on our exceptional customer support and are looking for accounting/bookkeeping professionals to join our Support Team. The role is a mid‑level Support Accountant with knowledge of accounting industry processes.
Department / Location
- Department: Support
- Location: Edinburgh
Compensation
- Salary band: £30,000 – £34,000 per year.
Role
As a Customer Support Accountant you will be the first point of contact for customers via phone, email, and online chat, responding accurately and promptly to queries. You will provide training to customers, proactively contact users for assistance, help potential customers assess the product, and assist product teams with testing new features.
Day‑to‑Day Responsibilities
- First point of contact for customers via phone, email, and online chat
- Provide training to customers via outbound calls
- Proactively contact users to see if they need help
- Help potential customers decide if the product is right for them
- Assist product teams in testing new features or upgrades
Ideal Candidate
- Minimum 2‑3 years of practical accounting experience (e.g., payroll RTI, VAT, Self‑Assessment)
- Thorough knowledge of accounting processes with practical experience
- High computer literacy and tech‑savvy, comfortable with online engagement
- Awareness of bookkeeping and accounting software for small business owners
- Enjoys providing first‑rate customer service; prior similar experience
Note: The role will not provide the practical experience needed for CIMA or ACCA qualifications.
Work Life
- 35‑hour workweek, no long hours.
- Strong work‑life balance and a 5‑day hybrid model after initial training.
- Edinburgh HQ equipped with AV for collaboration, and remote work is well supported.
Work Pattern
- Permanent role, Monday to Friday 9 am–5 pm.
- Initially based in Edinburgh office for a minimum of 6 months training.
- Post‑training, hybrid working available: 2 days office, 3 days home each week.
Perks
- 33 days holiday + 1 extra day per year of service
- Flexible/hybrid working
- Private health care
- Life assurance
- 5 % matched pension contributions
- Summer 4‑day weeks (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
Equal Opportunities
FreeAgent is an equal opportunities employer. We encourage applications from individuals of diverse backgrounds and perspectives. All applicants are considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, disability, family or parental status. We aim to avoid requiring all listed criteria to apply, recognising the barriers to under‑represented groups.
Customer Support Accountant employer: FreeAgent
FreeAgent is an excellent employer that fosters creativity and innovation in the heart of Edinburgh. With a strong emphasis on work-life balance, competitive compensation, and generous benefits like 33 days of holiday and private health care, employees are supported in both their professional and personal lives. The collaborative work culture encourages growth and development, making it a rewarding place for creative talents to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Accountant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FreeAgent. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FreeAgent before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Accountant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FreeAgent:Your cover letter is your chance to shine! Tell us why you want to work at FreeAgent specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FreeAgent!
How to prepare for a job interview at FreeAgent
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
