Junior/Graduate Customer Support Accountant

We pride ourselves on our exceptional customer support and are looking for accounting/bookkeeping professionals 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.

Department: Support

Location: Edinburgh

Compensation: £27,500 - £31,500 per year

Responsibilities:

• Serve as first point of contact for our customers via phone, email, and online chat, responding accurately and promptly to customer queries.
• Provide training to customers through outbound calls, both to people on a free trial and to subscribers who request further training.
• Proactively contact users to see if they need help.
• Help people who are interested in the product but need more information to decide if it’s right for them.
• Assist the product teams by testing new features or upgrades to existing functionality.

Ideal qualifications:

• 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.

Work pattern:

This is a permanent role (Monday to Friday, 9 am to 5 pm). The role will be based in our Edinburgh office, with an initial training period of at least 6 months. After the training period, 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. We believe in a strong work‑life balance, with a standard 35‑hour working week.

Benefits:

• Annual starting salary of £27,500 – £30,000 per annum, with room to progress to £31,500 within the band and beyond.
• 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 (additional 8 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.

FreeAgent is an equal opportunities employer, and we invest in our people and culture to ensure we have a happy, diverse and high‑performing team. We strongly encourage applications from people with varied 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 hope the detail in our job advertisements is informative but not limiting. Research shows, and we’ve observed, that underrepresented groups are less likely to apply for a role without meeting all of the criteria listed. If this feels relatable we’d encourage you to apply, even if you think there may be areas for development.