At a Glance
- Tasks: Support small business owners with world-class guidance and problem-solving.
- Company: Join a dynamic team at Xero, empowering businesses to thrive.
- Benefits: Flexible working hours, competitive pay, and opportunities for growth.
- Other info: Embrace new tech like Generative AI in a fast-paced environment.
- Why this job: Be a trusted advisor and make a real impact in the community.
- Qualifications: Strong foundation in accounting or bookkeeping; clear communication skills.
The predicted salary is between 28800 - 43200 £ per year.
The role & impact
As a Customer Experience Specialist, you will be a key brand ambassador, providing world‑class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero's features through proactive outreach and efficient problem‑solving across various channels. You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high‑change environment, your resilience and empathy will ensure every customer receives a best‑in‑class experience, turning complex queries into simple, effective outcomes.
The team & how they connect
You will join a collaborative Customer Experience team that works together to deliver high‑quality support and drive positive customer outcomes such as activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology.
Key Responsibilities
- Support customers through a mix of reactive support and proactive calls to encourage better product utilisation.
- Embrace new tools and technology, including Generative AI, to enhance the delivery of our customer experience.
- Use case management applications like Salesforce to accurately capture details and ensure seamless service.
- Apply accounting fundamentals to resolve queries from both new users and seasoned professionals.
- Manage customer enquiries across phone, email, and chat to provide timely, high‑quality resolutions.
- Proactively engage with customers to help them maximise the benefits of the Xero platform.
- Accurately record and manage case details using professional tools like Salesforce.
- Stay up‑to‑date with continuous product training to support both beginners and experts.
Where and how you can work
Monday through Friday, 10:30 AM – 7 PM
Tuesday through Saturday, 10:30 AM – 7 PM
Sunday through Thursday, 10:30 AM – 7 PM
Here are some of the things we are looking for
- You bring a strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g. AAT Level 4, or equivalent).
- Your communication style is clear and concise, allowing you to explain complex information simply whether you are on the phone or writing an email.
- You have experience in a service‑oriented environment where you have successfully met quality targets and solved problems efficiently.
- A natural ability to build trust and maintain positive relationships with customers and colleagues alike is something you pride yourself on.
- You are confident in making decisions that benefit the customer and are comfortable using IT suites such as Google Workspace or Microsoft Office.
- Adapting to change comes easily to you, and you take personal accountability for achieving great results in a fast‑paced setting.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Customer Experience Specialist - Accounting in Manchester employer: Xero Limited
At Xero, we pride ourselves on being an exceptional employer that fosters a collaborative and growth-oriented work culture. As a Customer Experience Specialist, you will not only have the opportunity to empower small business owners and accountants but also benefit from continuous learning and development in a supportive environment. With flexible working hours and a commitment to employee well-being, Xero is dedicated to helping you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist - Accounting in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your pitch! Be ready to explain why you're the perfect fit for the Customer Experience Specialist role. Highlight your accounting knowledge and customer service skills in a way that shows your passion for helping others.
✨Tip Number 3
Stay proactive! Don’t just wait for job alerts; reach out to companies directly. Express your interest in their work and how you can contribute to their team. We love seeing candidates take the initiative!
✨Tip Number 4
Keep learning! Stay updated on the latest tools and technologies in customer experience and accounting. This not only boosts your skills but also shows potential employers that you're committed to personal growth.
We think you need these skills to ace Customer Experience Specialist - Accounting in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for helping customers shine through. We want to see how you can turn complex queries into simple solutions and how you’ve done this in the past. Share specific examples that highlight your problem-solving skills!
Tailor Your Application:Make sure to customise your application to reflect the key responsibilities and skills mentioned in the job description. We’re looking for candidates who understand the role of a Customer Experience Specialist and can demonstrate their accounting knowledge effectively.
Be Clear and Concise:Your communication style is crucial! Use clear and straightforward language in your application. We appreciate applicants who can convey complex information simply, just like you would when assisting our customers.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Xero Limited
✨Know Your Accounting Basics
Brush up on your accounting fundamentals before the interview. Be ready to discuss how you can apply these principles to help customers with their queries. This will show that you understand the role and can provide valuable support.
✨Showcase Your Communication Skills
Practice explaining complex concepts in simple terms. Whether it's through mock interviews or casual chats, being able to communicate clearly is key. Remember, you'll need to convey information effectively over the phone, email, and chat.
✨Demonstrate Your Problem-Solving Abilities
Prepare examples of how you've successfully resolved customer issues in the past. Highlight your proactive approach and resilience in challenging situations. This will illustrate your capability to turn complex queries into simple solutions.
✨Familiarise Yourself with Technology
Get comfortable with tools like Salesforce and any other relevant software. If you have experience with Generative AI or similar technologies, be sure to mention it. Showing that you're tech-savvy will give you an edge in this role.
