About Latitude Accountants

At Latitude Accountants, we believe the small business owner is the hero of our community. Our vision is to help 1,500 heroes make their dreams a reality by providing high-quality accounting, advisory, and financial services that empower success. We are not just accountants; we are partners in our clients' journeys.

We’re growing fast — and we’re on the lookout for a Client Experience Specialist who can help us turn first impressions into lasting partnerships working in our brand new Melbourne Office.

About the Role

You’ll be the friendly voice and face behind Latitude — the person who makes new clients feel heard, supported, and inspired to take the next step. From answering enquiries and following up leads to coordinating with the sales team and fine-tuning our client journey, you’ll play a key role in helping us support small business owners across Australia.

If you love connecting with people, can juggle multiple tasks with ease, and genuinely want to make a difference — you’ll fit right in.

Key Responsibilities

Client Engagement

Act as the first line of communication for incoming calls, emails, and online enquiries.

Make outbound follow-up calls to new leads and existing clients to nurture relationships.

Provide a positive, solutions-focused experience in all client interactions, demonstrating genuine respect for the challenges and aspirations of small business owners.

Qualify leads based on predefined criteria and book discovery or consultation meetings with the appropriate internal team members.

Lead Management & Admin

Accurately record all lead and client information in the CRM system.

Maintain and monitor follow-up sequences to ensure timely engagement.

Assist with preparing and sending client proposals, onboarding documentation, and engagement letters.

Keep meticulous lead status records, tracking conversations, needs, and next steps.

Team Collaboration

Collaborate closely with the Head of Sales and accounting teams to ensure smooth handover of qualified leads.

Provide regular reporting on lead engagement activities and conversion metrics.

Offer input into improving client experience processes, ensuring every touchpoint aligns with our firm’s vision and values.

How You’ll Add Value

As the first voice or message a prospective client hears from Latitude Accountants, you will embody our belief that every small business owner deserves to be treated like the hero they are.

By fostering trust, building relationships, and helping connect business owners with the support they need, you play a direct role in turning their dreams into reality — and helping us achieve our goal of supporting 1,500 heroes.

What We’re Looking For

Exceptional verbal and written communication skills.

Highly organised, detail-oriented, and efficient in managing multiple leads and tasks.

A people-first mindset, with the ability to build instant rapport and trust.

Motivated and comfortable making outbound calls to nurture leads.

Strong administrative skills, particularly with CRM systems and Microsoft Office (Word, Excel, Outlook).

Ability to follow structured workflows while continuously looking for improvements.

Your Experience

Previous experience in a client-facing role, ideally within professional services (accounting, finance, legal, or related industries).

Familiarity with lead generation, client follow-up, and CRM management.

Experience supporting a sales, business development, or client engagement team is highly desirable.

Perks & Benefits

Be part of a firm that genuinely values small business owners and the important role they play in our community.

Join a supportive, professional, and client-focused team committed to growth and success.

Access to ongoing professional development and training opportunities.

Modern working environment with flexible working arrangements available.

If you’re ready to create amazing first impressions and build meaningful client relationships, we’d love to meet you.