For Sara Rafiei, Business Services Manager, supporting clients goes beyond preparing accounts and meeting deadlines. It’s about understanding what each client needs, making complex changes easier to navigate and being someone they feel comfortable turning to for help.
In the latest edition of our Meet Your Ally series, we caught up with Sara to talk about her approach to client relationships, the challenges businesses are facing and why being approachable, adaptable and honest is such an important part of her role.
Tell us a little about what you do at NLP and the clients you typically work with.
My typical day at work involves a variety of accounting tasks, reviewing VAT return deadlines and working to ensure that they are completed on time. I also spend part of my day dealing with accounting-related questions and trying to resolve issues raised by colleagues or clients.During my daily work, I often come across new or challenging situations. These experiences give me the opportunity to learn more. It also helps me develop my accounting knowledge as well as personal skills and improve my ability to solve problems. I find that each day brings something different and new which helps me continue to grow and gain confidence in my role.
What does a typical day look like for you?
I spend time supporting colleagues internally, helping them navigate changes and overcome challenges. With clients, I help them understand changes in accounting regulations and requirements. Also, providing practical support when they are busy or feeling overwhelmed with their day-to-day responsibilities. For me, every day is about being adaptable, supportive and constructive. It’s also about making sure both colleagues and clients feel confident and well supported.
What are some of the biggest challenges you’re helping clients with at the moment?
One of the biggest challenges I’m helping clients with at the moment is understanding changes in accounting standards and reporting requirements, and how these changes apply to their individual businesses. I help by explaining the changes in a clear and practical way, highlighting what they need to be aware of and supporting them with the correct accounting and reporting treatment. My aim is to make changes feel less complicated and give clients confidence that they are meeting their responsibilities
What’s something you wish more clients knew about your area of expertise?
I wish more clients knew that preparing accounts and VAT returns is about more than just meeting deadlines and submitting figures. The information can help them understand how their business is performing and make better-informed decisions. I also wish clients felt more comfortable asking questions or raising concerns early. We’re here to support them, explain things in a clear and practical way, and work with them to get things right rather than simply tell them what needs to be done
What’s one question you find yourself being asked by clients again and again?
Every time there are changes, they usually ask,
“What does this mean for me and what do I need to do?”
What do you enjoy most about working closely with clients?
I like understanding their needs, listening to their concerns and finding practical solutions together. I also enjoy adapting my approach to different personalities and working collaboratively to build trust and achieve the best outcome for the client.
What does being an ‘ally’ to your clients mean to you?
Being an ally to my clients means genuinely understanding their needs, listening without judgement and supporting them in a way that works for them. It means being approachable, kind and honest, while also being confident enough to challenge or guide them when needed. Ultimately, it’s about being someone they can trust to have their best interests at heart.
What’s something people might not realise goes on behind the scenes when you’re helping a client?
A lot of the work happens behind the scenes to make things feel straightforward for the client. This means understanding their individual needs, adapting my approach to their level of accounting knowledge, and recognising that different personalities require different ways of communicating and working. The aim is to make the process as clear, supportive and comfortable as possible for each client.
What’s something your NLP colleagues would immediately associate with you?
I think my NLP colleagues would associate me with being approachable and supportive, while also being confident and clear when it comes to making decisions and getting things done
What’s something people would be surprised to learn about you?
I’m much more adventurous than people probably expect.