Channels Specialist & Receptionist

We're ICAS - a global professional membership organisation and business network for Chartered Accountants. We're an educator, regulator, examiner, and a professional awarding body. Our smart and talented team comes from all walks of life. With a relaxed dynamic and a collaborative spirit, we take care of each other while supporting a vibrant, global membership.

We are looking for an organised, accurate and proactive administrator to join our Customer Operations Team as a Channels Specialist with receptionist duties. This is a varied role focused on processing customer information, applications and operational activity, maintaining accurate records and supporting ICAS students, members, firms and other customers across a range of communication channels. The role is based at reception in our Edinburgh office and also includes providing a warm and professional welcome to visitors.

As a Channels Specialist, you will provide reliable administrative and data-processing support across a range of customer and operational activities. You will handle information carefully, update records accurately and make sure applications, enquiries and other tasks move efficiently through the correct processes.

You will process a varied range of activities, which may include student support arrangements, reasonable adjustments and access arrangements, membership activity, renewals, regulatory authorisations, payments and document management. This will involve reviewing information, checking that records are complete and accurate, updating systems, managing documentation and following established procedures.

You will also manage enquiries from students, members, firms and other customers by telephone, email, post and in person. You will provide clear, accurate and empathetic responses, resolve enquiries where possible and direct more complex matters to the appropriate ICAS team.

The role involves managing multiple inboxes, callbacks and competing priorities, maintaining accurate records and following enquiries and administrative tasks through to completion. You will handle confidential information appropriately and use customer feedback and data to identify recurring issues and suggest improvements to processes and the customer experience.

As ICAS receptionist, your normal working location will be the reception area of our Edinburgh office. As part of the receptionist duties you will provide day-to-day front-of-house cover by welcoming visitors, directing guests to meeting rooms, coordinating meeting-room requirements, receiving deliveries and keeping the reception area professional and organised.

Reception activity can vary during the day, so you will need to work independently, manage your administrative workload around visitor requirements and use quieter periods productively to support the wider team.

• Highly organised, methodical and able to manage a varied administrative workload and competing priorities.
• Accurate and attentive to detail, particularly when processing information, updating records and checking applications or documentation.
• Confident using systems, databases and digital tools to enter, maintain and retrieve information.
• Proactive and self-motivated, with the confidence to work independently and take ownership of tasks through to completion.
• A clear and professional verbal and written communicator who can explain information accurately and build rapport with customers and colleagues.
• A practical problem-solver who follows procedures, identifies when information is missing and knows when to seek support or elevate an issue.
• Friendly and professional, with the flexibility to provide a positive welcome to visitors alongside…