Client Services & Practice Support Officer

About Us We are a growing Australian accounting practice committed to delivering exceptional service and support to our clients. We believe every interaction matters, and we are looking for someone who genuinely enjoys helping people, building relationships, and creating outstanding client experiences. This is a client-facing role where your ability to communicate, solve problems, and make clients feel valued will be just as important as your administrative skills. About the Role As our Client Services & Practice Support Officer, you will work closely with the Practice Manager and leadership team to ensure the smooth day-to-day operation of the firm. You will be one of the first points of contact for our clients and will play a critical role in creating a positive and professional experience every time a client interacts with our business. This role is ideal for someone who enjoys talking with people, has a genuine desire to help others, and takes pride in delivering exceptional service. Key Responsibilities Answer incoming client enquiries via phone and email. Build strong relationships with clients through friendly and professional communication. Assist clients with general enquiries and guide them through our processes. Prepare and issue client service agreements. Set up and manage client direct debit arrangements. Maintain accurate client records within our CRM systems. Draft professional, engaging, and accurate client communications. Assist with appointment scheduling and practice administration. Support the Practice Manager with day-to-day operational tasks. Follow up outstanding information and documentation from clients. Assist with onboarding new clients. Help coordinate workflow and administrative tasks across the practice. Provide support to team members and managers whenever required. Assist with challenging client conversations in a calm and professional manner. Contribute to the continuous improvement of systems, processes, and client service standards. Essential Qualities Exceptional Communication Skills You must be confident speaking with clients over the phone and able to hold natural, engaging conversations. We are looking for someone who can: Build rapport quickly. Make clients feel comfortable and valued. Ask thoughtful questions. Listen carefully and respond professionally. Leave clients feeling pleased they spoke with you. Communicate clearly and professionally in both spoken and written English. Service Excellence Mindset We want someone who genuinely enjoys helping people. You should: Have a strong desire to assist clients and team members. Take ownership of client enquiries. Look for solutions rather than problems. Consistently go above and beyond to deliver outstanding service. Take pride in creating positive client experiences. Have a genuine spirit of service and excellence. Confidence and Initiative You must not be afraid to pick up the phone. You should be comfortable: Calling clients when needed. Handling difficult conversations professionally. Following up outstanding matters. Taking initiative to solve problems. Making decisions and taking action without constant supervision. Team-Oriented Attitude We are looking for someone who: Enjoys supporting others. Works collaboratively with managers and team members. Has a positive attitude. Is reliable and dependable. Wants to contribute to the success of the entire team. Process Improvement & Problem Solving We are a growing business, and while we have systems and processes in place, they are not perfect. We need someone who can work effectively in an environment where processes are continuously evolving and improving. You must be comfortable identifying gaps, inefficiencies, and opportunities for improvement. We are looking for a team member who will: Follow existing processes where they exist. Identify gaps or bottlenecks in workflows. Suggest practical improvements and solutions. Help document and improve procedures over time. Think critically rather than simply follow instructions. Take ownership of problems and help find solutions. This role is not suited to someone who requires every task to have a detailed step-by-step procedure before they can begin. If you are looking for a highly structured "point and click" role where every process is fully documented and established, this may not be the right fit. We are looking for someone who enjoys helping build better systems, improving workflows, and contributing to the growth of the business. The ideal candidate will be adaptable, resourceful, and comfortable navigating ambiguity while maintaining a high standard of service and professionalism. Skills & Experience Preferred experience includes: Previous customer service or client support experience. Experience working within an accounting, bookkeeping, financial planning, or professional services business. Strong written and verbal English skills. Experience with Google Workspace (Gmail, Calendar, Docs, Sheets). Experience using Carbon CRM or similar CRM platforms. Strong organisational and administrative skills. Ability to learn new systems quickly. High attention to detail. Ability to manage multiple priorities and deadlines. Additional Requirements Excellent spoken and written English. Clear and professional communication skills. Comfortable speaking with Australian clients by phone and video. Reliable internet connection and professional work environment. Professional presentation for occasional video meetings with clients. Ability to work Australian business hours or significantly overlap with Australian business hours. What Success Looks Like The successful candidate will become a trusted point of contact for our clients. Clients will enjoy speaking with you, feel confident that their enquiries are being handled, and know that they are receiving exceptional service every time they interact with our firm. You will take pride in helping clients, supporting your teammates, improving systems and processes, and contributing to a positive and professional culture built on service excellence. Most importantly, our clients should feel better after speaking with you than they did before they picked up the phone. Your ability to build relationships, create trust, and deliver exceptional service will be the key measure of success in this role.