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 in Wokingham with a vibrant culture.
- Benefits: Competitive salary up to £24,800 and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and team collaboration.
- Why this job: Combine your accountancy skills with tech support to make a real difference.
- Qualifications: Degree in Accountancy and customer service experience required.
The predicted salary is between 38000 - 48000 £ 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
Customer Support Consultant in Wokingham employer: Mulberry Recruitment
Mulberry Recruitment is an excellent employer, offering a supportive work culture that prioritises employee development and well-being. Located in Farnham, the firm provides competitive salaries and bonuses, alongside opportunities for professional growth within a reputable team dedicated to delivering exceptional client service.
