This month we spoke to Gemma Byrne, Client Experience Liaison at The Accountancy Partnership!

Hey Gemma, what is your job title?

Hey! I’m a Client Experience Liaison.

Give an overview of the duties, functions and responsibilities of your job.

Manage client expectations, improve communication, resolve issues and complaints, respond to reviews and surveys, introduce Client Experience, and arrange and have scheduled calls with clients.

What is a typical working day like for you?

It can vary depending on reviews and calls, the complexity of complaints and workload. I work alongside Jess managing reviews and urgent complaints but also reaching out to any clients regarding concerns or worries they have.

What are some of the biggest challenges faced by your clients?

Clients can be unsure of what they need to do, or what information to provide and who to, especially at the start of the business.

How are you able to use your skills to solve problems for them?

I have excellent communication and listening skills. I enjoy helping people and I’m a positive person. It is rewarding to work with clients and make sure they have a positive experience.

What is your favourite part of the job?

I am very organised I enjoy reaching out to people, solving problems, and learning new things.

What do you like most about working for The Accountancy Partnership?

I love the team and workplace. I went on my first work night out to The Cube on Friday and I really enjoyed it! I had a lovely night, it was so nice to see everyone working together. Thank you TAP!

What skills do you find most useful to do your job?

Good communication skills, organisation, positive attitude, good listening, and an outgoing nature.

Where’s your favourite place to visit on days off?

We have just got a new puppy, so we are going on a lot of nice walks. We live overlooking Liverpool so it’s really nice to see the skyline.

Tell us about your proudest achievement.

Our 14-year-old daughter! (Even with hormones). Also owning our forever home that we fought over 5 years for, we are so thankful and lucky.

How would your colleagues describe you?

I’m not sure, ha ha! I don’t look my age, they say.

What are you reading/binge watching at the moment?

Nothing right now. I feel like I have a new born baby – our puppy is 3 months old today. We haven’t finished BGT so we have 3 episodes left to watch.

Who do you admire, and why?

My mum, she’s amazing. The kindest and most wonderful woman you will ever meet. My boyfriend – he now owns his own business and it’s booming, so proud of him!

 
Find out more about the services we offer by hitting the live chat button, or get an instant quote online. Interested in joining the team? Check out our recruitment page!