Customer Service Specialist - Bookkeeping

Edinburgh, Scotland, United Kingdom

12/5/2024

Department: Support

Employment Type: Permanent - Full Time

Location: Edinburgh

Compensation: £29,250 - £33,450 / year

Description

Our Support Team

We pride ourselves on our exceptional customer support, and to help us continue this we’re looking for accounting/bookkeeping professionals who are interested in a career in fintech, to compliment 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. Check out this blog for more insight into what life's like in our exceptional Support Team! ⭐️

The roles

We are currently hiring Customer Support Accountants.

Joining as a mid-level Support Accountant means you’ll bring knowledge and hands on experience of working in the accounting industry to further improve the experience of our customers. You’ll receive structured training and career development, while being able to hit the ground running supporting our customers.

Day to day you’d be helping users by:

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

You 🙌

Ideally you'll:

• have demonstrable practical accounting experience. We'd be looking for experience working with everything from payroll RTI to VAT and Self Assessment from either an accounts assistant role, working in an accounting practice, bookkeeping role or similar.
• 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 an awareness of the bookkeeping and accounting software packages available to small business owners
• 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.

Our work life 👩🏽‍💻

We believe in a strong work-life balance, we don’t work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams.

At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!

Work pattern for this role

This is a permanent role (Monday to Friday, 9am to 5pm) although we're open to discussions on flexibility.

This role will be based in our Edinburgh office, with an initial training period of at least 6 months. However, after this training period is completed 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. Working from home is second nature to us as we have been championing remote working for 16 years.

Perks 🎁

Our salary bands are £29,250 - £33,450 per annum.

Salary bands are linked to performance expectations, to help nurture our culture of learning as well as fairness. A starting salary would likely leave some opportunity for growth within the band.

We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:

• 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 (giving you 8 additional 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
  
  
  

About FreeAgent

FreeAgent aims to remove the stress and pain of dealing with business finances. From the very beginning in 2007, our aim was to create a product that would make an impact and improve the lives of micro-businesses in the UK. Now FreeAgent is one of the UK's most popular online accounting software providers, with over 150,000 customers.

Not to blow our own horn … but in 2024 we won the UK Customer Experience silver award for 'Customers at the Heart of Everything'. ICB LUCA Awards also named FreeAgent the 'Friendliest Software of the Year' in 2024 for the fifth time (following wins in 2019, 2020, 2022 and 2023). The list could go on!

From hiring our very first employee back in 2008, we’ve grown to over 250 employees who all share the same vision and values. Find out more about what it's like to work here on our Life at FreeAgent blog. If you still have questions, email talent@freeagent.com

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.