Client Services & Accounts Coordinator | Fixed Term Contract

VirtuHire

9d•Remote

About The Position

A dedicated full-time, remote role based in Cape Town, supporting a UK education provider that delivers personalised tutoring and alternative provision to children and young people with special educational needs. The role combines client service, accounts administration, client onboarding, tuition coordination and first-line enquiry handling. It is intended to provide cover during a colleague’s maternity leave, with an initial expected duration of 9–12 months and the possibility of extension or a continuing role, though no ongoing position is guaranteed. The position involves managing routine billing and accounts tasks, coordinating client and tutor communications, and answering or routing enquiries. It is not a conventional sales Account Manager role or a high-volume call-centre position. The postholder will work remotely while covering agreed UK working hours, including telephone and live-chat availability. The target start date is 23 November 2026, ideally allowing a handover before the current employee begins maternity leave at the end of November.

Requirements

Excellent spoken and written English, a warm and professional telephone manner, empathy, tact, and confidence communicating with UK families and organisations.
Ability to build positive rapport sincerely.
Proven experience in a client-services, accounts administration, billing/receivables, or operations-support role, balancing customer-facing work with detail-heavy administration.
Strong attention to detail, ownership of tasks, sound judgement, and ability to prioritise competing deadlines while working remotely.
Very good Excel and Microsoft 365 skills, including confidently using and checking structured spreadsheets, exports, filters, formulas, and shared records.
Comfort handling confidential information and following access-control and safeguarding escalation procedures relevant to a children’s education provider.

Nice To Haves

Hands-on experience with Xero, customer or tuition management systems, accounts receivable, Direct Debit administration, or invoice portals.
Experience with CRM software, shared inboxes, live-chat platforms, Slack, and cross-functional workflow coordination.
Previous experience serving UK-based customers, education organisations, or service businesses.

Responsibilities

Oversee the shared accounts inbox, prepare credit requests and respond to routine billing questions from families, schools and local authorities.
Maintain debtor reports, follow up unpaid balances courteously by email and telephone, and escalate sensitive or unresolved issues to management.
Record and check bank and Direct Debit payments, match remittance information, and maintain accurate client balances in TutorCruncher and related systems.
Support monthly invoicing checks, rate and lesson corrections, purchase-order tracking, and invoice submissions through customer portals.
Run the existing daily automated quality assurance process, review results, and investigate or escalate identified issues.
Prepare tutor-proposal communications, add agreed rates and deadlines, and appropriately follow up with prospective clients.
Issue registration invoices, track payments, send tutor introductions, and coordinate next steps for trial lessons and continuing tuition.
Update jobs, client and tutor rates, and tracking records; liaise with Client Managers and Education Consultants to support an efficient and accurate client journey.
Answer and triage incoming telephone, website live-chat and email enquiries; capture key details, answer straightforward questions, and route complex enquiries to the relevant colleague.
Provide occasional basic lead-handling or Client Manager cover when colleagues are unavailable, without holding a primary client-management portfolio.
Maintain accurate Excel-based operational reports and provide other practical administrative support as priorities evolve.