Building a People-First Culture at Onside – How a Remote Accounting Firm Puts People and Service First
Why people and culture matter
At Onside, we’re more than just a fully remote accounting firm. We’re a people-first, values-driven team that believes culture is the foundation of everything we do. Being a homeworking business means we have to be intentional about how we connect, collaborate and grow together.
How we bring our values to life
Team days that strengthen connection
Our regular team days are more than just catch-ups - they’re how we live our ‘service first, people always’ philosophy. This intentional focus on connection is one reason we’ve maintained over 95% client retention year-on-year. These days that are designed to give everyone a voice and to help us grow together as a team.
It's a great time to talk about:
- Company updates – keeping everyone in the loop
- Strategy discussions – aligning on where we’re headed
- KPIs and values – measuring what matters most
- Feedback sessions – making sure all voices are heard
These days help us stay aligned, energised and focused on delivering exceptional service to our clients.
The 4 pillars of our strategy
Our long-term vision is to be among the UK’s top accounting and tax providers. To get there, we’re building around four key strategic areas:
- Financial – sustainable growth through excellent service
- Marketing – sharing our story and reaching more businesses
- Operational – smarter, streamlined ways of working
- People & Culture – supporting the team who make it all possible
These pillars aren’t just words - they guide everything from how we hire ahead of demand to how we measure success. For example, our ‘People & Culture’ pillar directly supports our client service KPI, which tracks retention and satisfaction across the business.
Every team member knows that when our people thrive, our clients thrive and that’s why we’ve sustained over 95% client retention and industry-leading Net Promoter Scores in the 80s and 90s.
Our commitment to people and clients has been recognised - we were proud to win the Client Service Award and be shortlisted for Mid-Tier Firm of the Year and Tax Team of the Year at the Accounting Excellence Awards 2025.
Recognising and celebrating success
Our values of Care, Growth, Positivity and Togetherness guide everything we do, from client interactions to internal Slack recognition.
They are not just words on a page - they are measurable outcomes. In the year 2024, referrals accounted for 99% of new business and our NPS consistently scored in the high 80s, proving that our culture of care translates directly into client trust.
Our internal Slack channels are alive with wins and recognition - whether it’s celebrating company-wide achievements or shining a light on individual contributions, we make sure recognition is part of our everyday culture.
That’s why being recognised with the Client Service Award at the Accounting Excellence Awards felt so meaningful - it’s an award for our culture as much as for our service.
What our team says about life at Onside
A sense of belonging from different corners of the UK is what makes our culture truly special. We often ask the team for feedback and it's inspiring to see so many describe their experience in the same way: supportive, flexible, and growth-oriented.
Linda, our Head of Accounting, shared:
‘I remain impressed that our fully remote homeworking policy has built such an engaging culture, and I genuinely enjoy “coming into” work.’
“A supportive, collaborative team that is always willing to help with both personal and professional growth, plus amazing team culture.”
Jemma Mason
“It genuinely feels like being part of a community, even though we’re all working from different places.”
Lygia Martin
“The team culture is remarkable, and something Onside should be incredibly proud of. Living in rural Wales, it can be more challenging to find career opportunities, so I feel very lucky to have found Onside.”
Olivia Harris
“As a Client Manager, I have the opportunity to partner with a range of innovative tech start-ups, helping them grow while working on exciting, impactful projects. The culture is truly inspiring.”
Hannah Gillan
Our commitment to professional growth was recognised when we became an ACCA Approved Employer in 2024 - a milestone that celebrates our investment in our team’s development.
When people feel supported and valued, they thrive. And when our people thrive, so do our clients.
Looking ahead: culture and growth
Our culture is never “done.” As we grow, our focus remains the same: service first, people always.
We’ll keep hiring ahead of need, investing in development and technology, and ensuring our team stays connected and supported wherever they are.
If you’d like to work with an accounting firm where people and service go hand in hand, we’d love to connect. Follow us on LinkedIn and visit our Careers page here.
