CaseWare Support Executive- Oldbury, London or Kent Oldbury, West Midlands, West Midlands, England
Job description
Executive, National Client Solutions – Flexible Locations Oldbury, London or Kent
About Crowe
Crowe is a leading national audit, tax, advisory and risk firm with global reach and local expertise. We are an independent member of Crowe Global, one of the top 10 accounting networks in the world, with access to more than 40,000 people in more than 150 countries and across more than 800 offices globally.
We pride ourselves on looking after our people, whether you’re working in corporate tax, statutory audit or you’re a marketing or HR specialist - at Crowe we invest in our people to help them be the best they can be.
We understand that it is often the culture and values of a firm that are most important when looking for a new workplace, that’s why at Crowe our people-focused culture means we value new ideas and innovation, and welcome people who are committed to making a difference by delivering excellent services to our people, clients and communities.
Purpose of the role:
Reporting to the National Client Solutions Support and Audit Development Manager the overall purpose of the role is to receive and deal with calls from the firm’s CaseWare users nationally and assist in the development and testing of updates to both CaseWare Accounts and our own Crowe Audit System.
Queries can include everything from removing bugs to advice on posting journals to deal with apparent ‘differences’ within the accounts highlighted by the software.
The role offers the ability to identify and investigate issues which are bugs in either the accounting or the audit software so that they can be raised with programmers and solutions sought. It is also important to identify training needs amongst users which can be addressed through the creation of user guidance or training schemes to be delivered to users.
The location for the role is flexible across Crowe offices in Oldbury, London or Maidstone
Responsibilities:
Key responsibilities include, but are not limited to:
· Receiving, logging and prioritising calls and emails from users
· Resolving problems by telephone and email, or via remote access
· Ensuring calls are dealt with efficiently, with additional technical or IT support requested as necessary
· Following-up and monitoring of user issues to identify software bugs or potential enhancements
· Liaising with programmers reporting issues we have found and testing future software releases for Accounts and Audit
· Liaising with the Technical department with regard to development of changes in Audit requirements
· Development of user guidance and training schemes
· Associated admin tasks
Behaviours & attributes:
Our key drivers
Our behaviours
What we can expect of our Teams
Working with clients
Client relationships
You establish good rapport with (internal and external) clients, provide excellent service and are responsive and accessible, building solid relationships that allow us to better understand their needs and tailor our service accordingly.
Client care & adding value
You are committed to delivering the best possible results for our clients through taking ownership of your tasks, delivering work of high standards and demonstrating an approachable and professional manner. You continually seek to improve the service you provide to your clients.
Engaging with the big picture
Demonstrate our core values in everything you do - attention to quality, professionalism, integrity, approachability and relationships.
Business Development
Demonstrate a clear understanding of the external marketplace and the issues our clients face in order to be able to identify opportunities to extend work with existing clients and providing services to potential new clients. Start to build networks and actively engage in developing ideas to enhance the value our clients find in our services.
Working with people
Motivating & developing people
Support new colleagues as they join the firm and help them settle into the team that you are a part of.
Leading & Managing people
With increasing experience starts to demonstrate a willingness to lead on projects and activities, or constructively challenge those who are leading and managing
Communicating with impact
You are able to express yourself clearly both face-to-face and in writing and take time to understand the environment your stakeholders operate in and adapt your approach accordingly. You seek to have a positive impact on everyone you come into contact with.
Delivering as a Team
Demonstrate your understanding of the need to work as a team, recognising and drawing on the strengths of each individual. You will encourage collegiate working and sharing of ideas to deliver the best possible service to our clients. You will avoid blaming others and work as part of the team to deliver work and resolve issues.
Achieving results
Innovation
Demonstrate genuine professional curiosity and problem-solving skills. The ability to think pragmatically and commercially to suggest ways to make our work more efficient and of value to our clients.
Embracing change
Approach new situations with an open mind, supporting the senior team in bringing about change to improve the way we do things.
Commercial focus
Recognising that time is cost and adjusting
behaviour accordingly.
Managing risk
Accepting and demonstrating personal responsibility for health and safety, data protection and other compliance areas.
Self-management
Imitative
Working proactively and taking initiatives. You know when to ask for help and where to find it. You use opportunities to learn from others.
Career motivation
Committed to your personal and professional development, taking responsibility for furthering your career within the firm through seeking opportunities to expand your knowledge and hone your skills.
Resilience & Tenacity
Accept that challenges are part of our working lives and demonstrate an ability to remain motivated and engaged through such times.
Self-management
Plan, prioritise and prepare in advance in order to meet deadlines and work commitments efficiently. Having an enthusiastic and positive ‘can-do’ approach. Be prepared to put in extra effort to get the job completed on deadline and to the standard required.
Technical & Quality
Technical competence
You are able to relate technical knowledge from professional study or previous experiences to current practical work situations.
Delivering Quality
You keep up to date with what is happening in your professional area to ensure standards never slip.
Sound professional judgement & decision making
You act as an ambassador for Crowe (and your professional body) and promote ethical behaviour at all times. You maintain a high degree of professionalism in everything you go, showing resilience in challenging circumstances.
Honesty & integrity (ethics & professionalism)
You take responsibility for your own actions and your own development and are truthful and honest in all your interactions with both colleagues and client, building trust by doing what you commit to. We learn from our mistakes, and take responsibility for putting them right, seeking input and guidance where necessary.
Preferred technical skills, experience & knowledge:
· Excellent communication skills with a friendly approach
· Experience of using accounting or audit software
· Problem solving and solution driven
· Part qualified accountant with audit experience
· Excellent attention to detail
· High level of I.T. literacy
· Ability to work to deadlines when required
· Excellent organisational skills
Required qualifications:
· Flexible depending on experience
Crowe UK is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation and believe that diversity and inclusivity are key drivers of effectiveness and in providing our clients with a quality service.
Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit.
Why choose Crowe?
Crowe is where talented people can realise their potential, are successful and enjoy what they do by making a positive difference to our clients, communities and each other.
Our vision is to be recognised as essential to the future success of our clients by helping them to answer tomorrow’s questions, and make smart decisions that have lasting value through the highest quality audit, tax, advisory and risk services.
We offer you an opportunity to continue your career and work for a firm that offers stability and knowledge. In addition you can work alongside experienced professionals who put the client at the heart of everything they do.
At Crowe, you will find the expertise, the resources and, above all, the commitment to help you build a satisfying and rewarding career. In return we can offer you continued career development, highly competitive salaries and flexible benefits. Plus an opportunity to work for a firm that truly values its people.
Crowe is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation and believe that diversity and inclusivity are key drivers of effectiveness and in providing our clients with a quality service.
Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit.
We want to create the best environment for our people to thrive. We recognise the importance of offering a flexible approach to our working environment and we would be happy to discuss this with you further.
Job Type: Full-time
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Oldbury
