Job Purpose: 

The role holder will be responsible for managing a portfolio of customers, interpreting, understanding and managing complex account queries and conveying information in a way that the customer can understand.  The role requires a pro-active approach to managing the portfolio to ensure that clients are always informed and updated and therefore remain compliant.


  • Deal with day to day queries for your portfolio of customers in relation to cash-flow, accounts treatment, company tax advice, personal tax advice, VAT and PAYE
  • Provide a pro-active service to customers utilising a dashboard approach to ensure that they are constantly informed and have full visibility of all areas of their accounts
  • Identify trends through the system in order to highlight customers who may have issues and concerns and promote best practice
  • Produce any technical and legal documentation that is required by the customer i.e. Visa applications, CSA forms and divorce papers
  • Work alongside the Service Delivery and Customer Service teams to highlight system deficiencies, orchestrate required amendments and fixes and educate staff in other departments
  • Identify those issues that require redirection to our business partners for specialist help and advice
  • Provide end to end accounts for a small number of bespoke clients
  • Ensure that all notes and interactions are clearly and accurately recorded on the system
  • Ensure that KPIs are understood and are met consistently
  • Any other duties that are deemed necessary to support the business. 

Role Relationships and Reporting Lines: 

The role holder will work within the Specialist Solutions Department which incorporates the Accountancy, Tax and Legal teams.  They will report to a Specialist Solutions Team Leader. 

The role holder will be responsible for an allocated portfolio of customers who they will deal with primarily on the telephone or by email.  On occasion, there may be a requirement to meet customers at the office on a face to face basis. 

Internally, the role holder will work closely with the Customer Service and Service Delivery teams, in particular regarding payroll and expenses.  There will also be a requirement to liaise with the Year-End team, Tax and Legal Advisors.  

Skills, Experience and Knowledge: 

Essential Experience & Skills

Desirable Experience & Skills

  • 1-2 years’ experience of working in industry/practice in an advisory capacity, advising clients or stakeholders
  • Preparation and reconciliation of management accounts
  • Preparation of statutory Year End Accounts for Companies House
  • Full balance sheet reconciliations
  • Fully conversant with Microsoft Excel and Word and experience of recording information on to a database or financial system
  • Experience of dealing with inbound/outbound calls in a customer facing financial environment
  • Preparation of tax returns
  • Utilisation of a large / complex accountancy system




  • AAT Qualified or an appropriate Accountancy/Finance degree
  • ACCA/ACA/CIMA part qualified or qualified by experience

Person specification 

  • Demonstrate professionalism, integrity, enthusiasm,
  • Driven to provide a first-class customer experience
  • Friendly, personable and passionate about what they do
  • Display good judgement and self-awareness
  • Have a pro-active approach to problem-solving and innovation
  • Articulate their knowledge and experience with confidence
  • Enjoy a fast-paced environment and can adapt to change with ease 

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