Customer Support Consultant – Accountancy Job at London Full Time NEW

AccountancyLocation:

Wokingham

Salary:

Up to £24,800A 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 ResponsibilitiesDeliver high-quality second-line support via telephone and email to accountancy customersOversee the daily workflow of first-line Customer Support ExecutivesAct as a subject matter expert, supporting and developing team members accounting knowledge and customer service skillsCollaborate with Compliance Specialists to identify training needs and assist in delivering trainingMaintain a strong understanding of all company productsCreate, update, and maintain support documentation (FAQs, user guides, knowledge base articles)Develop internal and customer-facing training materials, including video contentAct as the lead contact for Accounts Production products within the software suiteLog and review product enhancements and defects, including testing and validationParticipate in pre-release product testingMonitor and report on team performance against SLAs to the Head of Customer CareSkills & ExperienceDegree in Accountancy or a related fieldMinimum 6 months experience in a customer service roleWorking knowledge of UK tax, including self-assessment, tax bands, and calculation structuresUnderstanding of financial statements, including balance sheets and general accounts preparationFamiliarity with double-entry bookkeeping principlesStrong interest in software and technology (role focuses on software support rather than complex tax advisory)Excellent written and verbal communication skillsPersonal AttributesConfident and professional telephone mannerClear and concise written communicationStrong customer-focused approachAnalytical and well-organised problem-solving skillsAbility to coach, mentor, and share knowledge effectivelyPositive and professional approach when dealing with customers at all levelsProactive mindset with a drive to improve processesAbility to influence and engage othersWork Location: In person

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