Hughes, Isaac & Co
Client Experience Manager - Delivering accounting & business support
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About Us
We are a boutique 12 colleague firm based in South Wales, Bristol, and North Somerset built around supporting micro and small business owners. We support a diverse portfolio of corporate and individual clients from Cardiff to the South West of England, by providing a full range of accountancy services, helping clients meet their compliance requirements and understand the details behind their numbers. Support is built around the needs of each business owner and we are committed to helping clients thrive through clear advice, customized solutions, and proactive guidance.
Role Description
The Client Experience Manager – Delivering Accounting & Business Support is a full or part-time (30 hours plus), hybrid role located in Burnham-On-Sea. This role focuses on managing and enhancing the end-to-end client experience, ensuring that clients receive timely, accurate, and proactive accounting and business support.
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Day-to-day responsibilities include:
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- Working closely with the accounting and advisory teams to schedule and oversee delivery of services
- Completing statutory filings (accounts & tax returns)
- Monitoring progress against client expectations
- Following up on actions and outcomes
The Client Experience Manager will:
- Track client feedback
- Identify opportunities to improve processes
- Prepare client-facing reports or updates
- Support the development of service improvements
- Support / mentor colleagues to improve their skills
Qualifications
- Strong Customer Service and Customer Experience skills to manage client relationships, respond to queries, and ensure a positive, consistent service experience.
- Excellent Communication skills, including clear written and verbal communication, active listening, and the ability to explain accounting and business concepts in accessible language.
- Demonstrated accountancy based deadline capabilities to coordinate multiple client engagements, manage timelines, and ensure accurate, on-time delivery of services.
- Previous experience in an accounting, or business advisory environment is essential.
- Strong organizational skills, attention to detail, and proficiency with common office and accounting software tools, such as Xero and Excel, but also the willingness to try new softwares and develop processes.
- Relevant education or training in an accounting qualification (CIMA, ACCA, AAT, ATT, ICAEW) is required, or equivalent practical experience.
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