The Role
We are looking for an exceptional Executive Assistant & Client Experience Manager to join our growing accountancy practice.
This is not a traditional PA role, and it isn't a general administration position.
At its heart, this role is about people, communication and getting things done.
We pride ourselves on being approachable, responsive and genuinely helpful. We want our clients to feel that when they contact WG & Co, there is always somebody at the other end who understands what they need, takes ownership and makes sure something happens.
We are therefore looking for someone whose natural response is:
“Yes, absolutely. Leave it with me.”
You don't need to personally know the answer to every question. What you do need is to have the intelligence and initiative to work out who does, make sure it gets to the right person and then follow it through.
Alongside this, you will work closely with the Director, helping to manage communications, meetings, priorities and actions and ensuring that commitments made to clients don't disappear into a busy inbox.
For the right person, this will be a varied, trusted and important role at the centre of WG & Co.
What You'll Be Doing
Client Communication & Experience
You will be one of the main voices of WG & Co and will take responsibility for ensuring our clients receive the standard of communication we want to be known for.
You'll:
- Take ownership of our central hello@ inbox.
- Monitor and help manage the Director's inbox.
- Respond warmly and intelligently to client enquiries.
- Understand what a client needs rather than simply forwarding their email.
- Resolve straightforward enquiries yourself where appropriate.
- Make sure technical questions reach the correct person.
- Follow up internally so that promised actions actually happen.
- Keep clients updated rather than leaving them wondering what's going on.
- Recognise when a client needs a little more help, reassurance or attention.
- Help maintain the personal relationships that are so important to WG & Co.
- Spot dissatisfaction early and help us put things right.
- Ensure every communication reflects our friendly, approachable and professional style.
Supporting the Director
You will work closely with the Director and become a trusted extension of the Director's Office.
This will include:
- Managing the Director's diary and appointments.
- Helping prioritise emails, actions and commitments.
- Preparing for client and internal meetings.
- Making sure information is available before meetings.
- Recording and following up actions afterwards.
- Chasing actions across the team where necessary.
- Drafting correspondence.
- Helping protect the Director's time from things that can sensibly be dealt with elsewhere.
- Making sure important things don't get forgotten when the practice gets busy.
New & Prospective Clients
First impressions matter enormously to us.
You'll help prospective clients from their first enquiry through to becoming a WG & Co client, including:
- Responding to new enquiries.
- Arranging initial meetings.
- Gathering relevant information.
- Preparing and sending proposals using pricing agreed with the Director.
- Following up proposals.
- Keeping prospective clients informed.
- Coordinating a smooth handover to our Operations team once they decide to join us.
Commercial Coordination
You'll also support the Director with the commercial administration of the practice, including:
- Maintaining visibility over client fees.
- Helping prepare fee reviews.
- Ensuring agreed fee changes are implemented.
- Coordinating recurring invoices and billing arrangements.
- Responding to routine billing queries.
- Friendly credit-control follow-up.
- Escalating disputed or sensitive matters to the Director.
The Director retains responsibility for pricing and financial decisions — your job is to make sure agreed decisions actually happen.
Keeping the Director's Office Organised
The role will also help coordinate areas such as:
- Recruitment and people administration.
- Practice renewals and important deadlines.
- Professional and regulatory correspondence.
- Complaints administration and follow-up.
- Travel and meeting arrangements.
- Confidential correspondence.
- Director-led projects and initiatives.
The Person We're Looking For
Experience matters, but personality and attitude matter more for this role.
We are looking for someone who is:
- Naturally warm, positive and friendly.
- Genuinely interested in helping people.
- An excellent communicator, both verbally and in writing.
- Intelligent and able to understand what somebody is actually asking.
- Naturally inclined to find a solution rather than a reason something can't be done.
- Proactive — you notice things and act on them.
- Exceptionally organised.
- Energetic and responsive.
- Good at remembering commitments and following things through.
- Confident enough to politely chase colleagues when something needs doing.
- Comfortable communicating with a wide range of clients.
- Able to use judgement and know when something needs escalating.
- Calm when several things are happening at once.
- Discreet and trustworthy with confidential information.
- Comfortable working closely with a business owner.
- Happy taking genuine ownership rather than waiting to be told what to do next.
Most importantly, we want someone with a genuine “we'll sort it” mentality.
That doesn't mean promising clients things we can't deliver. It means looking for what can be done and helping clients get to the solution.
Experience
Previous experience in an accountancy practice or professional-services environment would be a significant advantage, particularly if you understand how an accountancy practice works.
However, we would rather recruit an outstanding communicator with the right attitude, judgement and organisational ability than someone with years of accountancy-practice experience who isn't naturally client-focused.
Experience in an EA, PA, client relationship, professional services, office management or senior customer-facing role could all be relevant.
You should be confident using Microsoft Outlook and Microsoft Office. Experience with Xero or practice-management systems would be helpful but isn't essential.
Why Join WG & Co?
WG & Co is an established independent accountancy practice in Chipping Sodbury.
We are investing significantly in the future of the practice: growing our team, improving our systems and developing the way we look after our clients.
But as we grow, we don't want to lose the thing that matters most to us — being a practice where clients feel they can pick up the phone or send an email and know that somebody genuinely cares about helping them.
This role will be central to protecting that.
You will work closely with the Director, have genuine responsibility and become an important part of how WG & Co operates.
There is also real scope for the position to develop as the practice grows, potentially taking broader responsibility for the Director's Office and Client Experience function over time.
The Important Bit
We're not looking for somebody who simply keeps an inbox tidy.
We're looking for the person who sees a client email and thinks:
“I'll take care of that.”
Someone who notices that an action from yesterday's meeting hasn't happened and follows it up.
Someone who knows when a client needs a quick reassuring phone call rather than another formal email.
Someone who is happy to say “yes, we can help”, then works out how we're going to make it happen.
And someone who genuinely enjoys making life easier — both for our clients and for the people they work with.
If that sounds like you, we'd love to hear from you.
Pay: £35,000.00-£40,000.00 per year
Work authorisation:
- United Kingdom (required)
Work Location: In person
