Careers at Glass Accountancy

Job Purpose

To deliver a seamless client experience from onboarding through to ongoing support, while ensuring
smooth day-to-day office operations and light accounts administration. The role safeguards data-
protection and anti-money-laundering (AML) compliance, maintains accurate CRM records and
supports the wider accountancy team with essential set-up and data tasks.

Core Duties & Responsibilities

Client Support

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• Act as first-line point of contact for all client queries (phone, email, in person).

• Resolve queries directly where possible; triage and escalate to specialist colleagues and the Practice Director when required.

• Oversee the full client lifecycle, from onboarding to offboarding, conducting Anti Money Laundering (AML) checks, welcome emails and new client detail forms, and coordinating clear exit communications and data management in line with GDPR requirements.

• With guidance from the Practice Director, draft and distribute engaging client updates, newsletters and service announcements via the internal mailing platform.

• Maintain exemplary service standards, capturing and actioning client feedback.

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CRM & Data Integrity

 

• Create, update and audit client records in the CRM, ensuring accuracy and GDPR compliance.

• Produce routine and ad-hoc reports for management and regulatory purposes.

• Champion data-quality best practice across the team.

• Monitor and enforce adherence to GDPR, AML and Practice policies.

• Keep procedure documents current and coordinate compulsory staff training/refreshers.

• Flag any breaches or emerging risks promptly to the Practice Director.

Office Management
 

• Oversee day-to-day office operations: stock and order stationery, arrange couriers, manage incoming/outgoing post and deliveries.

• Log incidents and drive timely resolutions, coordinating with external IT support on technical issues and with the landlord for facilities faults.

• Keep the office area safe, tidy and well presented.

• Maintain visitor logs where required and act as fire marshal/first-aider (training provided).

Accounts Support

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• Set up new assignments (accounts, VAT, payroll, tax returns) in the CRM and in Sage/Xero as instructed by the Practice Director and accounts team.

• Enter and verify data in Excel workbooks for bulk uploads or reconciliations.

• Liaise proactively with HMRC departments by phone/email to obtain codes, track progress and resolve client issues.

• Assist clients with HMRC applications, including PAYE, VAT, CIS registrations and handle new-company incorporations via Companies House (full training provided).

• Support the Practice Director and accounts team in filing confirmation statements and dormant company accounts and tax returns (full training provided).

• Assist with basic bookkeeping entries or data imports across a variety of accounting platforms during busy periods.

• Review processes regularly to eliminate waste, improve client touchpoints and enhance internal controls.

• Contribute ideas to automation projects and document new workflows.

Person Specification

Essential Skills & Experience

 

• Proven experience in an office-based, client-facing support role.

• Confident, empathetic communicator (face-to-face, telephone and written).

• Proficient user of Microsoft Office (Word, Excel, Outlook) and Google Workspace (Docs,Sheets, Gmail, G-Drive).

• Strong organisational skills with the ability to prioritise competing tasks.

• High level of accuracy and attention to detail when handling data.

• Working knowledge of GDPR principles and willingness to undertake AML training.

Desirable Skills & Experience

 

• Familiarity with accountancy or practice-management software (e.g. Sage Business Cloud, Xero, QuickBooks, IRIS).

• Hands-on experience with a CRM system.

• Basic bookkeeping knowledge (double-entry, VAT, bank reconciliation).

• Experience in drafting marketing or client communications.

Behaviours & Attributes

 

• Customer-centric mindset with a genuine desire to help others.

• Proactive problem-solver who can see tasks through to completion.

• Discreet and trustworthy when handling confidential information.

• Flexible and positive attitude—comfortable switching between client support, admin and office duties as priorities change.

Working Conditions & Benefits

 

• Hours: 15 hours per week, (flexible days/start/finish considered).

• Location: 1 Duddingston Yards, Duddingston Park South, Edinburgh, EH15 3NT.

• Salary: Competitive, dependent on experience.

• Holiday: 28 days’ holiday (inclusive of bank holidays), pro-rated as per hours.

• Pension: Auto-enrolment into the Company’s qualifying workplace pension scheme (currently provided through NEST) if you meet the statutory eligibility criteria.

• Development: Extensive on-the-job learning opportunities plus Company supported time for relevant CPD.

• Environment: Modern open-plan workspace with break-out areas and subsidised refreshments. Ample free parking and close to all major bus routes.

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Interested? Email your CV to jade@glassaccountancy.co.uk