Customer Support Consultant – Accountancy
Location: Wokingham
Salary: Up to £24,800
A 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 Responsibilities
Deliver high-quality second-line support via telephone and email to accountancy customers
Oversee the daily workflow of first-line Customer Support Executives
Act as a subject matter expert, supporting and developing team members’ accounting knowledge and customer service skills
Collaborate with Compliance Specialists to identify training needs and assist in delivering training
Maintain a strong understanding of all company products
Create, update, and maintain support documentation (FAQs, user guides, knowledge base articles)
Develop internal and customer-facing training materials, including video content
Act as the lead contact for Accounts Production products within the software suite
Log and review product enhancements and defects, including testing and validation
Participate in pre-release product testing
Monitor and report on team performance against SLAs to the Head of Customer Care
Skills & Experience
Degree in Accountancy or a related field
Minimum 6 months’ experience in a customer service role
Working knowledge of UK tax, including self-assessment, tax bands, and calculation structures
Understanding of financial statements, including balance sheets and general accounts preparation
Familiarity with double-entry bookkeeping principles
Strong interest in software and technology (role focuses on software support rather than complex tax advisory)
Excellent written and verbal communication skills
Personal Attributes
Confident and professional telephone manner
Clear and concise written communication
Strong customer-focused approach
Analytical and well-organised problem-solving skills
Ability to coach, mentor, and share knowledge effectively
Positive and professional approach when dealing with customers at all levels
Proactive mindset with a drive to improve processes
Ability to influence and engage others