[Hiring] Onboarding Assistant @Job Crystal

Role Description

Support new clients through a structured and professional onboarding journey for a growing UK accountancy practice serving small businesses, sole traders, limited companies and other UK-based organisations. You will manage client relationships from initial sign-up through to completion, ensuring that information is collected accurately, expectations are clearly communicated and each client is prepared for a smooth handover.

Key Responsibilities

• Manage a monthly portfolio of new clients from sign-up through to completed onboarding.
• Conduct onboarding calls to understand each client’s business, services and requirements.
• Explain processes, timescales, information requirements and next steps clearly.
• Collect the information and documentation required for accounting, payroll, bookkeeping, VAT and other agreed services.
• Communicate regularly with clients by telephone, Microsoft Teams and email.
• Follow up proactively on outstanding information and maintain progress across all onboarding cases.
• Record accurate notes and update CRM and internal systems throughout the onboarding journey.
• Liaise with internal teams to ensure clients are correctly set up and ready for handover.
• Identify risks, delays and service concerns, escalating them promptly where appropriate.
• Ensure agreed onboarding service levels and deadlines are met.
• Prepare clear and complete handovers for the ongoing account management team.
• Contribute practical suggestions to improve onboarding processes and the client experience.

Qualifications

• Previous experience in account management, client onboarding, customer success or a similar client-facing position.
• Experience working with UK clients or within the UK professional services market.
• Excellent spoken and written English.
• A confident, professional telephone manner.
• Strong organisational and time-management skills.
• The ability to manage multiple clients and competing priorities.
• High attention to detail and accuracy.
• The confidence to take ownership of a client portfolio and work independently.
• Competence using Microsoft Teams, email and cloud-based systems.
• A reliable internet connection and suitable remote working environment.
• Availability to work UK business hours.

Nice to Have

• Experience working for a UK accountancy practice or outsourced accounting provider.
• Knowledge of UK accounting, payroll, VAT or tax services.
• Experience using CRM or workflow management systems.
• Familiarity with Xero, QuickBooks, FreeAgent or Sage.
• Understanding of Companies House processes and UK business structures.
• Experience with anti-money laundering checks, client due diligence or document collection.

Personal Attributes

• Friendly, approachable and professional communication style.
• Proactive approach to client follow-up.
• Ability to explain processes simply and clearly.
• Dependable, organised and capable of managing deadlines.
• Confidence building relationships with clients and colleagues.
• Calm, solutions-focused approach to resolving issues.
• Comfortable working in a fast-paced environment.
• Ability to work collaboratively while taking personal ownership.
• Strong commitment to delivering a high standard of client service.

Benefits

• Work remotely from South Africa as part of an international team supporting UK businesses.
• Gain exposure to a broad range of UK clients and accounting services.
• Receive structured training and ongoing professional development.
• Build a career in client onboarding, account management and professional services.
• Contribute to a supportive and collaborative working environment.
• Help ensure every new client receives a well-organised and professional introduction to the practice.

Salary

Monthly Salary: R30000 - R35000