How FreeAgent supports its Practice Partners

FreeAgent offers unrivalled support for accountants and bookkeepers at every step of their journey to becoming a Practice Partner. Our Practice Sales team ensures the onboarding process runs without a hitch, and each practice has a dedicated Account Manager who can answer any queries.

Ever needed a little bit of extra help with using FreeAgent? Then chances are you’ll have crossed paths with our talented Practice Support team. These accounting software experts work exclusively with FreeAgent’s Practice Partners to help them get the most out of FreeAgent.

The Practice Support team is the first point of contact for our Partners via telephone, email and online live chat. They also get involved in training other departments at FreeAgent, as well as product and prototype testing and continually reviewing and improving internal processes.

Keen to learn more? Meet FreeAgent’s Practice Support Team Manager Eleanor Jay and Senior Practice Support Accountants Caitlin Scott and Keith Gray, along with Sales Development Representative Zoe Lematy from our Practice Sales team.

What role does the Practice Support team play at FreeAgent?

Eleanor: The Practice Support team is dedicated to providing a friendly, expert service to our FreeAgent Practice Partners. We’re here for accountants and bookkeepers who have questions regarding their client accounts, the Practice Dashboard or FreeAgent in general. They’re always at the forefront of our minds.

What sort of onboarding support does FreeAgent offer practices?

Zoe: We support practices as much as possible on the journey to becoming a FreeAgent Partner. My team responds to any queries practices might have as they’re going through the process. We book them in for training, provide content for them and help them feel confident using the software.

What kind of experience did you have prior to working at FreeAgent?

Keith: I studied accounting at the University of Stirling and worked in practice during my summer holidays to gain an understanding of the day-to-day work of an accountant. After graduating, I worked in various customer service-related tax roles with HMRC for around six years before finding my way to FreeAgent.

Caitlin: I was a bookkeeper for 12 years, working on everything from clients’ payroll and CIS returns to filing Self Assessment and preparing Final Accounts. This background has given me an insight into how rewarding - and challenging - working with clients can be, especially in January and whenever a VAT return is due.

What’s it like working at FreeAgent?

Keith: It’s a joy, plain and simple! It feels like FreeAgent is always moving forward as the tax and accounting landscape changes. We’re super supportive of each other’s work and the various teams across FreeAgent work really well together to do their best for accountants, bookkeepers and their clients.

Caitlin: It just gets better and better. As our software develops and HMRC rules change, there’s always something new to test out and learn. The team is so collaborative that we always know what everyone is working on and we love to share new knowledge and tips with each other, as well as with our partners.

Zoe: The best part is feeling like you’ve helped. When you’re building relationships you can get quite close to some of these practices and it’s really nice when they turn around and say that they appreciate your help.

Looking ahead to Self Assessment season, do you have any advice?

Eleanor: My top tip is to ask your clients to update their accounts as soon as possible so you can do your checking and make any adjustments in good time. In FreeAgent, make sure that all your clients’ bank transactions for the tax year are explained and - if you use FreeAgent’s payroll - make sure that month 12 is either filed or marked as filed. Good luck and remember that we’re here to help!

If you need help from the Practice Support team, why not try reaching out to them using FreeAgent’s live chat functionality? Here’s how it works.

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