At a Glance
- Tasks: Provide top-notch support to customers using accounting software and mentor junior team members.
- Company: Join a fast-growing fintech company with a focus on innovation and customer service.
- Benefits: Competitive salary, opportunities for growth, and a supportive team environment.
- Other info: Dynamic role with a chance to influence and improve processes.
- Why this job: Combine your accountancy knowledge with tech skills to make a real difference.
- Qualifications: Degree in Accountancy and experience in customer service required.
The predicted salary is between 24800 - 24800 £ per year.
A fast-growing fintech software company is seeking an Accountancy Customer Support Consultant to join its team in Wokingham. This role is ideal for someone with an accountancy background who wants to combine their technical knowledge with strong customer service skills. You will support customers using accounting software, providing practical, knowledge-based solutions while building strong relationships. The position also involves mentoring junior team members and contributing to continuous improvement across the support function.
Key Responsibilities
- Deliver high-quality second-line support via telephone and email to accountancy customers
- Oversee the daily workflow of first-line Customer Support Executives
- Act as a subject matter expert, supporting and developing team members' accounting knowledge and customer service skills
- Collaborate with Compliance Specialists to identify training needs and assist in delivering training
- Maintain a strong understanding of all company products
- Create, update, and maintain support documentation (FAQs, user guides, knowledge base articles)
- Develop internal and customer-facing training materials, including video content
- Act as the lead contact for Accounts Production products within the software suite
- Log and review product enhancements and defects, including testing and validation
- Participate in pre-release product testing
- Monitor and report on team performance against SLAs to the Head of Customer Care
Skills & Experience
- Degree in Accountancy or a related field
- Minimum 6 months experience in a customer service role
- Working knowledge of UK tax, including self-assessment, tax bands, and calculation structures
- Understanding of financial statements, including balance sheets and general accounts preparation
- Familiarity with double-entry bookkeeping principles
- Strong interest in software and technology (role focuses on software support rather than complex tax advisory)
- Excellent written and verbal communication skills
Personal Attributes
- Confident and professional telephone manner
- Clear and concise written communication
- Strong customer-focused approach
- Analytical and well-organised problem-solving skills
- Ability to coach, mentor, and share knowledge effectively
- Positive and professional approach when dealing with customers at all levels
- Proactive mindset with a drive to improve processes
- Ability to influence and engage others
Work Location: In person
Customer Support Consultant - Accountancy in London employer: Mulberry Recruitment
Join a dynamic fintech software company in Wokingham, where your accountancy expertise will be valued and nurtured. With a strong focus on employee development, you will have the opportunity to mentor junior team members while enjoying a collaborative work culture that prioritises continuous improvement and innovation. Benefit from a competitive salary, a supportive environment, and the chance to make a meaningful impact in the world of accounting software.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Consultant - Accountancy in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mulberry Recruitment. 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 Mulberry Recruitment 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 Consultant - Accountancy in London
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 Mulberry Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Mulberry Recruitment 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 Mulberry Recruitment!
How to prepare for a job interview at Mulberry Recruitment
✨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.
