What is a ‘Client Services Manager’?

On July 1, 2014 Highview will be implementing a new internal staff structure to improve customer service and efficiency. Each Highview client will be allocated a Client Services Manager. The Client Service Manager’s role is to provide complete support to the client. This person is the main contact for all queries and tax work. They are a client’s first communication point. Please be patient with us as we roll out this new structure. Your new Client Services Manager will be in touch with you very soon. We are confident that this new structure will improve customer service and job efficiency.

How do Accountants Charge?

Most Accountants charge by time. The longer it takes to prepare your return, the dearer it’s going to be. The more presentable you submit your accounts, the quicker we can get it done, and the more cost effective it is. Its best to work with your Client Services Manager as to how best to present your accounts to them.

Can you give me a quote for a job?

Whilst some jobs can be quoted up front others can only be done on a time basis. Your Client Service Manager will work with you on this. We can provide clients with a free initial consultation to work through or suite of offerings, and prepare a quotation estimate for the work required.

My previous accountant was extremely expensive and never returned my calls, how do I know you are not the same?

Our unique team centric system allows better service at lower prices. It ensures that appropriate services are delivered to you at appropriate prices such as bookkeeping and administration services are delivered at lower charge out rates leaving the Client Service Manager to be personally available to answer your questions and queries. This system allows us to guarantee that we can answer your questions within 24 hours and provide you reasonable turn around times of your work.

You still have available the Partner in charge to answer any questions that the Client Service Manager is unable to answer or an answer you would like a second opinion on.

When will the Partners look at my tax return?

The Client Service Manager processes all the accounts and produces a draft set of accounts. They will than go to the Partner, who will discuss the Tax Planning. It’s this tax planning session that we can help to identify tax minimisation strategies and wealth creation prospects.

The Client Service Manager then finalises the accounts according to the Partners instructions.

How do we best use your services economically?

Our business sells our knowledge through the charging of our time. If the task takes less than 5 minutes (like a phone call) then it’s done for free. More than 5 minutes it’s charged to the client at the appropriate rate. To ensure your needs are met efficiently and effectively and you are not paying for something you don’t really need, nor wasting valuable staff time its extremely important that you are clear about the way we operate. The better you manage the relationship the more value you will get from the relationship.

How long will it take to get my work done?

In the peak period it will take longer. Missing information will also delay the job.

In the peak period between August and March the turn around time may stretch out to 2 – 4 months or more, as every one wants their work done in this period. Every Accountant in this period will be faced with the same problem. We appreciate your patience in this period.

In the off-peak period between April and July turn around time drops back a few weeks.

The Client Services Manager will then work with you in getting the work done and completed, and keep you in the loop on progress throughout the process.

I want more than simply getting my Tax Return done?

That is great because we have a Financial Planning as well as a Finance arm. Whilst our specialty is the structuring of investment properties we do understand that clients need a range of services that are applicable to their specific needs.

Highview Wealth, our Financial Planning arm, provides funds management and investment advice and risk products such as life insurance and income protection and Self Managed Superannuation Funds.

Highview Finance looks after the more complex tax planning structures such as our Life Interest and asset protection products

The Highview group of companies we are able to provide you with a one stop shop service that clients have come to appreciate – our ‘complete financial solution’. Our professionals are all working together to provide a complete wealth creation, tax planning and asset protection solution that is seamless and efficient to the client’s needs.