Software Training and Support Officer

POSITION SUMMARY AND CANDIDATE PROFILE

Are you an experienced bookkeeper, but tired of doing the same work day-after-day and being bound by tight budgets?

Do you enjoy the variety of meeting different clients and building meaningful relationships?

Are you a software magpie that appreciates the efficiencies and customer experience that software affords?

If yes, then we would like to speak with you about a role that delivers three core goals within our network:

Improving profitability by driving up sales through better pricing and sales techniques, identifying cross-selling and upselling opportunities, improving margins through strong processes, increasing adoption of technology and automation, and the sharing of best practice.

Client centricity Providing outstanding service with the tools and information clients need to achieve their goals.

Shared success Empowering staff within the network to achieve their potential.

What we’re looking for

The two key attributes we need in this role is someone confident in their bookkeeping skills and having the right personality:

You’ll enjoy change. No two days are ever the same in this business. Your manager can be a bit of a mad scientist and she needs your help in bringing her ideas to life.

A next-level communicator, who is respectful of our network but able to influence, who can demonstrate the value of high software adoption and processes on a one—to-one basis or to small groups.

Someone passionate about good tech: who will push our software partners for content, education, fixes and product development.

Ability to work independently and collaboratively, bringing ideas, and troubleshooting with the support of your manager and team.

A team player who values shared success and making a positive difference.

Commercial, practical mindset with a head for strong processes to ensure our network are efficient and offering their clients a great customer experience.

Our Values

Client Focused: We care about making a difference in our clients’ lives.

Collaborative: We develop meaningful relationships with a culture of shared success.

Progressive: We continuously evolve to stay ahead in a rapidly changing world.

Integrity: We uphold transparent, honest, and ethical practices, taking care in everything we do.

RESPONSIBILITIES

• Creating and responding to queries from our network in writing or verbally
• Creating and maintaining relevant content on our intranet and weekly bulletin such as user guides, power tips and best practice processes
• Design, deliver and maintain training on software features and functionality; making sure it’s wrapped around our best practice processes
• Identifying areas for improvement within the software stack or our best practice processes
• Developing and maintaining a working knowledge of the software stack
• Actively promoting the software stack to our network
• Proactively seeking the resolution of reported issues
• Maintain ongoing relationships with software partners

GENERAL MINIMUM JOB STANDARDS & RESPONSIBILITIES

Franchisee Development and Market Leadership: We are committed to delivering exceptional support while driving strategic growth across our franchise network. Our reputation as a market leader is reinforced by 13 consecutive years of 5‑Star Franchisee Satisfaction and recognition as “Best Franchise Business to Business” in 2025. Recent surveys show 96% of franchisees feel aligned with our shared goals and 89% value our Support Centre support and brand reputation. We prioritise communication, acknowledging and responding promptly, with concerns escalated promptly to Management and/or partners. At the same time, we focus on innovation and collaboration, introducing new tools and resources etc that strengthen competitive advantage and position our network and clients for long-term success.

Quality of work:
Accuracy, thoroughness, completeness. Can be relied upon to ensure tasks are completed to a high standard and in good time.

Communication:
strong skills both verbal and written. Skilled and compassionate listener and reader able to understand and examine inbound enquiries and effectively respond and direct. Able to build trust and rapport by applying tone, style, discretion, diplomacy and appropriate language to communications.

Teamwork: Is a positive and effective team player. Treats colleagues with dignity and respect. Communicates well to lead a dynamic and growing team. Proactively addresses issues or problems within the team and with Management as necessary. Knows when to ask for help and/or delegate.

Administration: Can identify tasks and manage their workload effectively. Raises issues promptly, follows up on outstanding tasks and ensures complete and accurate records. Demonstrates the ability to identify issues and propose practical solutions.

Adaptability: Responds well to change and demonstrates flexibility in managing priorities.

Professional Development: Takes responsibility for ongoing learning and skill development to meet evolving role demands.

PERSON SPECIFICATION & SKILLS REQUIREMENTS

A strong professional background in bookkeeping. You’ll be qualified by experience or potentially AAT-qualified.

Experience and confidence presenting to small groups via a range of delivery methods

Experience with our tech stack and use of AI is helpful but not essential — training will be provided. It’s about the function these solutions perform ; rather than a detailed working knowledge of them. The primary products in our tech stack are TaxCalc, QuickBooks, Xero, Dext and Ignition.

BENEFIT DETAILS

TaxAssist are a Great Place to Work certified employer (2025).

The following benefits form part of our reward and benefits package. Eligibility for each are subject to T&Cs and scheme eligibility and some become available after a probation period has been completed:-

Respect for your wellbeing and work-life balance.  Overtime and weekend working are not part of our habit.  We work a 35 hour week full time and offer part time and non-standard hours where feasible and appropriate.

We prefer to work together at our well equipped and appointed and ergonomically designed Norwich offices.  Staff are well supported to work safely, comfortably and efficiently from these beautiful out of centre offices and also to work from home.  We are trialling a 2/5 hybrid working pattern depending on roles where appropriate

Annual Leave: up to 28 days paid annual leave – plus Bank Holidays.

Company sick pay – up to 30 days paid in any 12 months.

Life Assurance – 2x annual salary cover

Employee Assistance Programme: Free 24/7 access for all staff and qualifying family members.

Company share scheme

Auto-enrolled workplace pension scheme with enhanced employer contributions and a pension Salary sacrifice scheme

Free car parking

Subsidised gym membership - Bannatynes

An annual eye test paid plus contributions towards glasses (within policy)

Study support

Discretionary bonuses for performance, referrals and recruitment.