Client Services Administrator - Accounting Practice Administrator
We are currently recruiting for a talented and ambitious Client Services Administrator to join our growing team. We are an online accountancy practice who provide traditional accountancy services in a modern way throughout the whole of the UK.
The role is fully home-based and comes with an attractive package as below:
- Competitive Salary
- 33 days holiday, including Bank Holidays (plus 1 extra day for each year with us)
- Fixed bonus based on objectives
- Uncapped productivity bonus based on output
- Working From Home Allowance
- Company Pension
- Regular social events
We currently have approximately 1,800 clients supported by a friendly team of accountants and client managers. We have a very diverse client base that is made up predominantly of small businesses, but we do support individuals and trusts as well. Most of our clients are young and exciting businesses that operate in modern ways using digital technologies.
About the Role:
With the ability to thrive in a busy environment, this role will provide day-to-day operational and administrative support to our client-facing teams, dealing with client queries by phone and email and providing exceptional service along the way. Working closely with the team to ensure the highest level of process quality and efficiency, whilst making certain we remain fully compliant with legislative and regulatory requirements.
Responsibilities:
- Act as a point of contact for HMRC and Government Gateway, overseeing the completion of all manual processes to ensure consistency, accuracy of data and compliance with the provisions of the General Data Protection Regulations (GDPR).
- Manage administrative tasks and actions to support our clients, to ensure compliance with HMRC requirements to register Accounting Wise as their agent and to support Accounting Wise clients with software set-up.
- Respond to client queries on the phone and by email, ensuring that correct and compliant processes are used at all times.
- Maintain and accurately update client records in the Customer Relationship Management (CRM) system.
- Audit team activities, including the accuracy of Companies House information, overdue tasks, enabled client accounts and missing client information.
- Administration of post activities, including opening, distributing and securely scanning post and actioning a range of post items in accordance with Accounting Wises processes.
- Be responsible for updating the Registered Address Portal with new clients utilising this service. Ensure that leaving clients are updated to keep records accurate.
- Maintain knowledge of client base and systems, ensuring knowledge remains up to date as new features are added.
- Share feedback on any glitches in the systems used as appropriate.
- Take ownership and act quickly to recover the client perception of the Accounting Wise service if something has gone wrong ensuring that the agreed service recovery guidelines and processes are used and that all cases are logged and tracked to ensure lessons can be learned.
- Assist with managing the eFiling portal to ensure that internal/external formation requests are handled promptly and following Anti-Money Laundering (AML) guidelines.
- Represent the Operations Team where required across the business, for example as a Subject Matter Expert (SME).
- Actively look for ‘Client Value Opportunities’ to help clients manage their account effectively and generate revenue for Accounting Wise by taking up additional services (e.g. bookkeeping, upgrades).
- Encourage clients to refer/recommend Accounting Wise services to others at every opportunity, including asking for positive reviews on selected online review sites.
- Support the Service Operations Team Manager in any other ad-hoc duties as and when required.
- Invoicing and Credit Control
- Working as part of the team and liaising with in-house accountants
- General admin tasks
Required Experience:
- Some accounting knowledge is desirable but not essential
- Highly organised and good at managing their own workload with excellent attention to detail
- Reliable and a good decision maker
- Productive with a common-sense approach to his/her work
- Competent with using software such as Microsoft Office (Excel, Word, Outlook, Teams)
- A friendly telephone manner and excellent written & verbal communication skills are essential
Job Type: Full-time
Pay: £20,000.00-£28,000.00 per year
Benefits:
- Company pension
- Work from home
Education:
- A-Level or equivalent (preferred)
Experience:
- Customer service: 3 years (required)
Language:
- English (required)
Licence/Certification:
- Administration Qualification (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Reference ID: AW10
