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For Companies At a Glance
- 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 generous paid leave, private medical insurance, gym passes, and flexible working options.
- Why this job: Join a dynamic team that values resilience and adaptability while making a real impact.
- Qualifications: Accounting qualification required; service experience and strong communication skills preferred.
- Other info: Start date is June 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 June 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: JobFlurry
Contact Detail:
JobFlurry 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 help small businesses can give you an edge in interviews, as you'll be able to speak confidently about the value you can bring to customers.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled challenging situations in the past. Highlighting your problem-solving abilities and resilience will resonate well with the hiring team.
✨Tip Number 3
Network with current or former Xero employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Be prepared to discuss your accounting or bookkeeping knowledge in detail. Since this role requires a qualification or experience in these areas, demonstrating your expertise will be crucial in making a strong impression.
We think you need these skills to ace Customer Experience Specialist - Accounting
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Experience Specialist position at Xero. Understand the key responsibilities and required skills, especially those related to customer support and accounting.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service and any accounting or bookkeeping qualifications you possess. Use specific examples that demonstrate your problem-solving skills and ability to meet service levels.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your understanding of Xero's mission. Mention how your skills align with the role and provide examples of how you've successfully handled customer inquiries in the past.
Showcase Communication Skills: In both your CV and cover letter, emphasise your clear and concise communication abilities. Provide examples of how you've effectively communicated with customers, whether through phone, email, or chat, to ensure high levels of satisfaction.
How to prepare for a job interview at JobFlurry
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for providing excellent customer service. Share examples of how you've gone above and beyond to help customers in previous roles, as this aligns perfectly with Xero's focus on delighting their users.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss specific instances where you've successfully resolved customer issues. Highlight your ability to think critically and adapt quickly, as these traits are essential for a Customer Experience Specialist at Xero.
✨Familiarise Yourself with Xero's Products
Before the interview, take some time to learn about Xero's offerings and how they benefit small businesses. Being knowledgeable about their products will show your commitment and help you answer questions more effectively.
✨Practice Clear Communication
Since clear communication is key in this role, practice articulating your thoughts concisely. You might even want to do a mock interview with a friend to refine your verbal and written communication skills.
