Department: Shared Services
Reports to: Director of Service & Solutions
Location: Minimum of 3 days in the Warrington office (External sales events superseded office attendance)
Engagement: Full-time, Permanent 
INTRODUCTION
At Briars we ask anyone considering joining us to first review our non-negotiables. Some people call them values, others behaviours, but for us they are much more, they are non-negotiables on how we treat each other, our clients, and the attitudes and behaviours we demonstrate each and every day.
- Fanatics – We put our clients first, no matter what. We listen, understand, and deliver beyond their expectations.
- Trailblazers – We never stop trying to find a better way. We seek new, transformative solutions empowering global success.
- Guardians – We stand by each other, always. Through respect, support, and honesty, we nurture our culture as we deliver on our goal.
ABOUT THE ROLE
Our clients are often complex, multi-entity businesses operating across several countries and service lines, with compliance and reporting delivered through both UK-based and offshore teams. You will hold a portfolio of accounts, each spanning services such as tax, financial statements, payroll, HR and company secretarial across multiple jurisdictions.
Accounts of this scale are not managed by technical experts alone. They are run as ongoing programmes of work, multiple concurrent workstreams (compliance filings, period-end reporting, entity migrations, systems onboarding, workforce migrations) each with their own owners, dependencies, deadlines, and stakeholders across the client, Briars UK, and offshore delivery teams. This role therefore combines classic account management with hands-on project and programme management: agreeing scope and building timetables for every service, maintaining a central control platform to track compliance, troubleshooting delivery issues, and giving clients clear global visibility of their filing obligations. We are looking for someone who can hold the whole picture, drive delivery to deadline, and keep every party aligned. This role is the glue that holds our delivery together, managing stakeholders externally and driving standards internally with an equal focus on deliverables, quality and CX.
PURPOSE OF ROLE
- To deliver on all our Non Negotiable behaviours, ensuring that each client receives a world-class customer service experience, we are constantly trying to innovate and find a better way and that we are working together as a cohesive unit to best serve each other and the client.
- To own and grow a portfolio of complex, multi-entity international accounts, driving delivery, satisfaction, and revenue across multiple regions and service lines.
- To run each account as a structured programme of work: planning workstreams, coordinating cross-functional and offshore teams, tracking commitments, and delivering to deadline.
- To act as the primary point of contact and single source of truth for each account, ensuring client needs are met while proactively identifying opportunities for upselling and cross-selling through consultative conversations.
- To oversee onboarding, setup, renewal and contract extensions for your dedicated portfolio.
PRIME RESPONSIBILITIES
Account leadership & client relationship
- Be the primary point of contact for your clients, managing all aspects of the relationship to ensure high levels of satisfaction and retention.
- Maintain a detailed understanding of each client agreement and the services to be provided across every entity and department, ensuring delivery and providing regular update reports.
- Develop and implement strategic account plans aligned to client objectives, proactively addressing issues and identifying opportunities for account growth.
- Chair and drive regular client calls (including period-end reviews), capturing decisions and commitments, and walking into every call knowing exactly where each item stands.
Project & programme management
- Liaise with the client and local/offshore Briars teams to agree the scope of work and create clear timetables for each service (tax, financial statements, payroll, company secretarial, and reporting).
- Run each account as a portfolio of concurrent workstreams, compliance filings, period-end reporting, migrations, and onboarding, each with defined scope, owners, and due dates.
- Build and maintain the control platform and supporting tools that keep delivery on track: portals, action logs, status trackers, risk logs, and dashboards, ensuring every commitment has a named owner and a deadline (“the team” is never an owner).
- Give clients clear global visibility of their compliance and filing requirements, using data analysis and reporting tools (e.g. Power BI) to turn delivery data into internal and client-facing insight.
- Manage cross-functional and cross-border dependencies, identifying critical-path items and escalating slippage before deadlines are missed, not after.
- Troubleshoot issues arising from the delivery of compliance and reporting services, driving them to resolution across departments and countries.
- Lead the implementation and onboarding of new entities, systems, and service lines — including wrap-up and post-project review.
- Coordinate offshore delivery teams, monitoring scope, capacity, and time-charging to ensure work stays within the agreed remit and flagging out-of-scope activity.
Compliance, commercial & growth
- Work with Local Service Providers on company set-ups, incorporations, and ongoing client management across multiple jurisdictions.
- Work closely with the Compliance team to produce Service Level Agreements and complete KYC checks for all new business.
- Own the admin and management of clients’ Freshdesk accounts, ensuring timely acknowledgement and resolution of tickets.
- Prepare detailed proposals and contracts as needed, following up diligently to secure leads and close upsell opportunities.
- Identify and pursue opportunities to upsell and cross-sell additional products or services, consistently meeting or exceeding the upsell target through consultative selling.
- Work with the commercial team on the smooth handover of clients from Sales to Client Services, and on contract renewal and retention.
WHO WE ARE LOOKING FOR
This is a development role. We are looking for potential rather than a long track record, and we will support the right person through a formal project-management qualification. The points below describe the qualities and interests we hope you will bring; you are not expected to have done all this already.
What we are looking for:
- A strong academic record and a genuine interest in professional services, compliance, and international business.
- An organised, methodical approach and a real appetite for taking ownership of tasks and seeing them through to a deadline.
- An interest in project management and how structured delivery works. We will fund and support you through a recognised project-management qualification (e.g. PRINCE2), so no prior qualification is required.
- Confidence communicating with clients and colleagues, and the willingness to build relationships across different teams and countries.
- Curiosity about how compliance and reporting services, tax, financial statements, payroll, and company secretarial, come together for a client.
- An eye for detail and comfort working with information and simple data, for example in Excel, with a willingness to learn reporting tools such as Power BI.
- A thirst for technology, AI and automation and a desire to find a better way.
Helpful but not essential:
- Any exposure to a professional services, finance, or client-facing environment, through a placement, internship, part-time work, or study.
- Familiarity with Microsoft Word, Outlook, and Excel.
- Awareness of CRM or ticketing systems such as Freshdesk.
- Above all, a commitment to delivering a world-class client experience and to living our non-negotiables.
PERSONAL ATTRIBUTES
- See Non-negotiables.
- Commitment to world-class client service.
- Strong communication skills, with an aptitude for building relationships and working well with others.
- Good planning and organisation skills, with a structured, methodical approach.
- Able to stay calm under pressure and keep on top of several tasks and deadlines at once.
- Extremely high level of attention to detail, with excellent written communication skills.
- Flexible, with the ability to adapt to changing priorities and work to tight deadlines.
