Customer Support Accountant - Team Lead
FreeAgent, United Kingdom

FreeAgent removes 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 apps, with over 125,000 customers.

Not to blow our own horn but Accounting Web even named our accounting software the top bookkeeping product of 2020 and 2021! In 2021 FreeAgent was also voted client app of the year by ICB LUCA. The list could go on and on!

It’s not just our customers that love us, our employees do too

Find out more on Glassdoor.

We believe in the power of a collaborative, high-performing, and diverse team. We’d love you to join us on our journey.

We pride ourselves on our exceptional customer support, and to help us continue this we’re looking to expand our Support Team. This is a role which provides a great variety of work and has a unique mix of accounting and customer service, therefore you will need a strong understanding of accounting as well as the ability to communicate with customers. As a team lead you will also be the ‘go to’ person for resolving complicated queries.

• After your initial training within the team and once you're familiar with all things "FreeAgent", you'll be leading some of our incredible support accountants, reviewing the quality of their responses, and assisting in resolving complex enquiries. In time, you'll have the opportunity to progress into line management with further responsibilities if that's something you are interested in
• You'll be the first point of contact for our customers, via phone, email, and online chat, and responding accurately and promptly to customer queries
• You'll provide training to customers by way of outbound calls booked in by both to new customers as well as subscribers who request further training
• You'll be proactively contacting users to see if they need help getting to grips with FreeAgent
• You'll be helping potential customers who are interested in the product, but need more information to decide if it’s right for them
• You'll also assist the product teams by testing new features or upgrades to existing functionality

• You have robust accounting knowledge, and significant experience working with everything from payroll RTI to VAT and Self Assessment from either an accounts assistant or bookkeeping role or similar.
• Ideally, you'll have experience in line management, motivating a team and have some knowledge of HR processes
• You're highly computer-literate and tech-savvy, understanding that online engagement is crucial to the success of our business
• You have practical experience of using a variety of bookkeeping and accounting software packages
• You have hands-on experience of working with small businesses, possess a clear understanding of their issues, and have a keen interest in how the right financial software can help them
• Last but not least you enjoy providing first-rate customer service and have considerable experience of this from a previous role

Accounting qualifications (accounting degree, AAT, CIMA or ACCA) will be useful in helping you get up to speed quickly, however being qualified by experience will be just as valuable. Anyone looking to complete their CIMA or ACCA should note that this role will not provide an opportunity to gain the practical experience necessary to complete these qualifications in full.

Annual salary 30,450 - 36,050 per annum depending on experience.

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
• Buy-as-you-earn share schemes
• Sabbatical leave (unpaid)
• Cycle to work scheme
• Wellness webinars
• Focused learning time and learning budgets
• Volunteering day

We believe in a strong work-life balance, we don’t work long hours, 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!

This is a permanent, full-time role (Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, however, there will be an opportunity to adopt hybrid working, working under an agreed pattern from both the office and at home each week. Working from home is second nature to us as we have been cha

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