Course Outline


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

The modern accounting and advisory practice requires a high level of administrative support to free up the capacity and expertise of specialist advisors. No-where 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.

What’s the course all about?

The CLIENT SERVICE ADMINISTRATOR self-paced eLearning course is designed 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.

How does it work?

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.

Who’s it for?

This course provides Administrators with an update on the evolving role of CSAs in managing clients, workflow and staff at an administrative support level.  They are encouraged to involve their team in this course, to consider what changes the firm can make at an administrative level to help with the transition from compliance to advice.

Administrative team members are encouraged to participate in this course as a group, to look more deeply at their own roles and responsibilities in helping the firm to achieve its strategic objectives. Core principles of effective communication and engagement with the people around them will be discussed throughout the course.

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

– Each module is worth 2 CPD hours.

Course Structure

  • Learners can complete courses at a place that suits them, within and outside work hours
  • Each learner will have a dedicated login to give them personal access to their course
  • Module material includes online presentations, workbooks, PowerPoint Slides, templates, scripts and articles
  • All modules also incorporate formal qualitative assessment tasks that encourage learners to develop practical actions demonstrating understanding of the concepts
  • All assessment tasks are scored, with directed feedback to learners on their response
  • As the learner progresses, they develop their personal SMART action list to drive change
  • Managers are able to see at a glance how their staff are progressing
  • All learners have access to course content for 12 months following their enrolment

Learning Process

Our self-paced eLearning courses follow a 4-step process in relation to learning objectives:





All modules are structured with specific learning objectives and assessment tasks. Learners are expected to demonstrate that they understand learning objectives and can apply concepts through completion of the assessment tasks. A SMART action planning template is used to consolidate specific actions and to ensure that a timeframe for completion is established and followed. Regular review of progress is ensured through commitment to completing the course.


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