Creativity and collaboration, plus a commitment to providing our customers with truly first-class products and support are at the heart of our culture. We owe our success to a brilliant team of people who deliver quality, consistency and fresh-thinking.

If you want your career to take-off and believe you’ve got what it takes to join the fastest growing software company in our sector, then we’d love to hear from you.

You'll learn how to; 

• Answer 1st Line customer support calls and emails, providing exceptional customer care
• Build your knowledge of Tax and Accounts by researching and answering questions from customers
• Build your knowledge of our products and use this to offer customers support to ensure they have the best experience and use our products to their fullest potential.
• Raise enhancements requests/defects to be reviewed
• Assist existing and prospective customers with general sales enquiries, taking payments where necessary
• Suggest new or improvement to TaxCalc support materials (FAQ’s, user guides and knowledge base)
• Work collaboratively ensuring you are building your individual knowledge of our products and tax and accounting processes.
• Identify areas we can improve on, whether customer facing or internal processes.

You'll have;

• A university degree which includes Accounting AND at least 6 months Customer Service experience

And of course you'll need; 

• A confident, calm and concise telephone manner
• Clear communication - both written and spoken
• An analytical and organised approcah to problem solving
• The ability to interact positively with customers at all levels
• To work well under pressure
• Take  personal responsibility and have an achievement orientation
• To be highly numerate

Apply for this position

Who'll work in...

Our winning Customer Support team, reporting directly to the Head of Customer Care.

Are you an...

Exceptional individual who can build an immediate and confident rapport with customers?  Someone who has a passion to use their knowledge and experience of accounts and financial reporting to deliver knowledge-based solutions and help our customers gain an understanding of how accounting information is presented within our software?

As a member of our talented team, you'll...

• Provide a high level of excellent 2nd line telephone and email support to our Accountancy customers
• Manage daily workflow for a number of the Customer Support Executives in your team
• Act as a Subject Matter Expert for our Customer Support Executives, broadening their accounts knowledge and customer service skills
• Work closely with our Compliance Specialists to assess training needs and assist in providing training for the team
• Ensure you and your team have a sound knowledge of all Taxcalc products
• Update and maintain TaxCalc support materials (FAQ's, user guides and knowledge base articles)
• Write and maintain training materials for internal and customer use
• Become the recognised "handler" for our Accounts Production products in our accounting suite
• Raise enhancement requests/defects to be reviewed, including testing/verifying defects reported
• Test of pre-release TaxCalc products
• Provide training material for video based training content
• Provide stats for the Head of Customer Care in relation to the deparments SLA's

You'll have...

• An accountancy qualification ACCA or ACA or
• Be qualified to AAT Level 4 or working towards Level 4 completion and/or
• Have 5 years experience of working within an accountancy practice, which would include knowledge of at least three of the following; 
  • Bookkeeping up to trial balance level
  • Understanding of double entry transactions and journals required after the trial balance has been input
  • Final accounts preparation
  • Understanding of the different accounting standard regimes (FRS105, FRS102 (1A), Micro entities
  • Creation of iXBRL accounts for HMRC filing
  • Use of accounts production and iXBRL software with a software provider on the market (eg Sage, IRIS, TaxCalc etc)

And of course you'll need...

• A confident, calm and concise telephone manner
• An excellent command of written communication
• A customer centric approach to everything you do
• An analytical and organised approach to problem solving
• An ability to coach and pass on learning to others
• An ability to interact positively with customers at all levels
• Impetus to take initiative and want to strive to innovate
• The ability to influence others to accept your ideas, plans or courses of action
• To be collaborative and great in teams
• Able to communicate effectively both in writing and verbally

Apply for this position