Introduction

A self paced eLearning program for administrators of accounting and advisory firms

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The modern accounting and advisory practice requires a high level of administrative support to free up the capacity and expertise of specialist advisors. Nowhere is this seen more than in the role that Client Service Administrators are taking in managing both client relationships and workflow at an administrative level.

The Client Service Administrator is an essential role that is evolving in almost every progressive professional firm. This person uses both technology and soft skills to provide an essential link between clients and the firm’s technical staff.  In addition, they often add valuable support in relation to internal people management, systems development and marketing functions.

How is the CSA role evolving in your firm? What can you do to develop the skills and capabilities of your administrative staff?

HTST has developed a self-paced 12 part eLearning course to help accounting and advisory firms develop the core capabilities of their administrative staff. The course has 3 key areas of focus – (1) Client service and support, (2) Workflow and task management and (3) Teamwork and collaboration.

The course is designed to be presented to the administrative team of your firm in a group or individual format. Assessment tasks will encourage and challenge your team to consider what they can do to improve the way the firm manages clients and workflow. Support material will include workbooks, procedures and scripts relevant to the topics being discussed.

This course is available anytime, anywhere for your administrators through our eLearning portal.

Course content:

A. Client Service Excellence and Support

  1. Structure and responsibilities for a CSA role
  2. Principles of client relationship management
  3. Engagement, pricing and debtor management
  4. Client segmentation and marketing strategies 

B. Workflow and Task Management

  1. Personal time and task management for CSAs
  2. Effective capacity and workflow scheduling
  3. Managing the throughput of work efficiently
  4. Workflow reporting systems for 2020

C. Teamwork and Collaboration

  1. Teamwork within the administrative team
  2. Working effectively with the technical team
  3. Collaborative systems for knowledge sharing
  4. Staff key performance indicators and reporting

This course is eligible for 24 CPD Hours

 

Here is the course outline:

1. Structure and responsibilities for a CSA role

Client service excellence and support

2. Principles of client relationship management

Client service excellence and support

3. Engagement, pricing and debtor management

Client service excellence and support

4. Client segmentation and marketing strategies

Client service excellence and support

5. Personal time and task management for CSAs

Workflow and Task Management

6. Effective capacity and workflow scheduling

Workflow and Task Management

7. Managing the throughput of work efficiently

Workflow and Task Management

8. Workflow reporting systems

Workflow and Task Management

9. Teamwork within the administrative team

Teamwork and Collaboration

10. Working effectively with the technical team

Teamwork and Collaboration

11. Collaborative systems for knowledge sharing

Teamwork and Collaboration

12. Staff key performance indicators and reporting

Teamwork and Collaboration