Job Summary
The Client Experience Manager is one of the most important roles in the practice. The person in this position is responsible for ensuring that Hughes, Isaac & Co delivers consistently for its clients, which means taking ownership of the practice's delivery targets and not just managing their own portfolio in isolation.
Working closely with the partners, you will manage colleagues' workloads day to day, keep the practice on track against its client deadlines, and be the person everyone looks to when they need to know where things stand. Alongside that operational leadership, you will also be the primary point of contact for a mixed portfolio of clients, and the quality of those relationships, and the experience those clients have, will be a direct reflection of how you do the job.
This is a leadership role that requires both technical competence and the kind of interpersonal skills that make clients feel genuinely well looked after. The right person will find it varied, stretching and rewarding.
We are looking for someone who is technically strong and has a track record of managing clients well, but who also brings the kind of interpersonal and organisational skills that translate into a genuinely good experience for the people we work with.
This is not a role for someone who wants to keep their head down; it is for someone who takes ownership, leads their team with clarity and thinks about the client experience as much as the technical output.
Responsibilities
The role has two aspects; your own portfolio and practice delivery. Across both there are three things that you will do brilliantly:
1) Planner - You design the flow
▸ Scope jobs accurately at the outset and allocate work across the team
▸ Sequence deadlines so that nothing falls behind
▸ Spot potential bottlenecks before they create problems
▸ Use our systems and tools to keep everything visible and moving
2) Controller - You drive practice delivery
▸ Hold the practice to its client deadlines, not just your own portfolio
▸ Manage colleagues' workloads and step in early when timelines are at risk
▸ Keep clients informed so they never need to chase for an update
▸ Be the person the partners rely on to know where everything stands
3) Reviewer - You are the quality check
▸ Apply professional judgement before any work reaches a client
▸ Spot what does not look right, whether in numbers, narrative or tone
▸ Understand where automated tools can fall short and review accordingly
▸ Set the standard that the whole team works to
Qualifications
▸ ACA, CIMA, AAT or ACCA qualified, with solid post-qualification experience in an accountancy practice
▸ Demonstrable experience managing a portfolio of clients across a range of entity types, and a clear understanding of what that involves at busy times of year
▸ Strong technical grounding in statutory accounts, corporation tax and personal tax, with working knowledge of VAT compliance
▸ Experience managing or supervising colleagues, including setting expectations, reviewing work and having constructive conversations when standards are not met
▸ Confident, clear communicator in both writing and conversation, with the ability to explain complex matters in plain language without losing the important detail
▸ Organised and systematic in how you manage your own workload and that of those around you, with a genuine commitment to meeting deadlines
▸ Someone who takes responsibility for problems rather than waiting to be asked
Pay: £46,000.00-£56,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Private dental insurance
- Private medical insurance
- Referral programme
Experience:
- Practice management: 2 years (preferred)
Work Location: Hybrid remote in Burnham-on-Sea TA8
