VA FAQ
We ask that you use Timpi’s preferred platform – Lastpass. We will set you up with an account as part of your onboarding process.
Yes, you are an associate therefore you can work with whoever you like. All we ask is for you to keep us updated with your capacity.
Yes! It is rare for a Timpi Virtual Assistant to work with just one client. Most of our Associate VAs will work with a number of clients, gradually filling up their monthly schedule so that they work the number of hours they would like to. Our Associate VAs love the flexibility that this allows them and if they free up more time to work with us, we can assign them extra clients to support!
No — you are not expected to work weekends. All our VAs work during standard business hours (Monday to Friday) unless a different schedule has been specifically agreed with your client.
As a self-employed person, you have the flexibility to work outside of office hours if you choose. However, any communication with clients or their customers — including emails, calls, or messages — should be kept within standard business hours, unless otherwise agreed.
If your client sends tasks after hours or over the weekend, you should hold off on actioning them until the next working day, unless prior arrangements are in place.
Maintaining these boundaries helps protect your time and sets clear expectations for professional communication.
No we don’t. Unfortunately at Timpi, we have a no on-site policy as we are 100% virtual and this reflects in the client’s hourly rate. We get asked a lot to attend events and conferences that the Virtual Assistants organise but we have to have a hard stance on it as it’s disruptive, requires public liability insurance and sets a precedent. If you would like to meet your client for lunch etc, you can of course do this, but this wouldn’t be chargeable and would need to be in your own time.
One of the best ways to build relationships with clients is through your regular check-ins. These are a really good way to get to know each other better.
That said, we are all about setting ourselves apart from the rest. We often perform ‘random acts of kindness’ for our clients. This can be for anything such as birthdays, work anniversaries, new home gifts and personal achievements. If you have any ideas about what you could do, let us know – we’re all ears!
Please let us know as early as possible so we can manage your availability and ensure a smooth experience for your client.
To do this, simply send a calendar invite with your holiday dates to hello@timpi.co.uk, this helps us keep everything logged and organised.
Please inform Timpi HQ first before telling your client. This allows us to explore holiday cover options and ensure your client continues to receive the support they need while you’re away.
If you have successfully joined Timpi, you’ll be placed into our VA pool. We’ll first look at our notes from the discovery call we have with each new client we speak to, before making our preferred selection (you!)
Each time we would like to recommend you to a client, we’ll send you a detailed brief which will give you an overview of what the client does and what they need help with. You’ll then let us know if you would like to be considered. If you’d prefer not to be put forward, no problem, we’ll keep you in mind for the next opportunity.
If the client likes the sound of your profile, we’ll set up a kick off call between you; or they may wish to speak to you before they make a final decision on whether to go ahead. Either way we’ll set up a call.
Working with Timpi offers lots of flexibility.
Timpi Associate VAs generally work between 40 and 100 hours per month.
There is no set limit to the number of clients you can support, as long as you can sustain the high standard we expect, but you must be able to commit to a minimum of 10 hours a week for your application to be considered by us for one of our Virtual Assistant jobs.
We’ll ask you more about your availability during the application process.
Timpi is your client, therefore you will need to submit an invoice at the end of the month. Our payment terms are 14 working days. All invoices must be sent to accounts@timpi.co.uk. There is no requirement to supply a timesheet, this will be verified against Clockify. You must submit your invoice for the calendar month in its entirety e.g. 1st – 31st.
That’s fine – just reach out to Timpi HQ to rearrange. It is important we have your 15 minute monthly catch up to check in on how you’re doing, answer any questions and see how your clients are getting on.
We understand these things happen, and our priority is to ensure a smooth and professional handover for your clients.
We will arrange a handover with the VA who will be taking over your clients. This needs to be thorough and efficient, so please make sure:
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The Timpi Client Profile is fully up to date
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All outstanding tasks have been clearly outlined and discussed
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As much relevant information as possible is shared (including preferences, key contacts, and processes)
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All necessary logins and access (e.g. via LastPass) are passed on
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Loom recordings are created to walk through key processes and systems — where possible, record these while completing the task so it doesn’t create extra work (as handovers are not chargeable)
This helps ensure the transition is seamless for both the client and the incoming VA.
Yes, providing that you are registered to work in the UK, you can work from where you wish. If this is outside the EU, then do make Timpi HQ aware as some clients prefer Virtual Assistants who work in the EU.
Where appropriate, clients are sent a handwritten birthday card, for a more personal touch. If however, you would like to do something in addition, please discuss with Timpi HQ before actioning anything.
If you’re unsure how long a task or project will take, the best approach is to be transparent with your client from the beginning. Let them know you’re estimating the time and will keep them updated as you progress.
A good method is to set milestones. For example, check in after 30 minutes, 60 minutes, etc, to keep communication open and help the client understand how the work is progressing.
Tip: If possible, spend 15 minutes on the task first and then use that time to estimate the full scope. This works especially well for repetitive or structured tasks like data entry.
You must have access to your own computer, as well as any other relevant software you need to reasonably work as a Virtual Assistant installed.
Other than access to a Timpi email account, file storage and access to Clockify and Slack, we do not provide any equipment, software or working space.
That means:
1. Your computer should be reliable and reasonably new so that you can efficiently carry out the tasks required of you.
2. You must have an anti-virus system operating on your computer.
3. The computer must be connected to reliable broadband Internet (sufficient speed to use video-calling software such as Zoom.
4. For data security, confidentiality and safeguarding reasons, this computer must not be shared with anyone else in your household and access must be protected by a password, security device or pin number.
5. You must own a mobile phone and be happy to use this for occasional phone calls with your client.
6. You must also be able to work alone in a quiet environment free from distractions, at a desk (the dining table soon becomes uncomfortable!)
If you are unexpectedly unable to work, then please contact us immediately. We will then provide emergency cover for your clients where applicable.
Inform us if they aren’t communicating but keep checking in consistently. If they communicate they can’t pay or we inform you they haven’t paid their invoice at any point, we will ask you to stop all work for them until payment is received. Clear communication between you and us is vital and helps keep the Timpi wheels turning.
We will let either you or your client know if either party expresses any dissatisfaction. We are here to support you and will do our best to rectify the situation as soon as possible. Please let us know immediately if you are having problems with any of your clients.
We understand this can happen from time to time. At Timpi, we encourage loyalty and team spirit, so if you are approached by a client about working with them directly, please inform us immediately.
We will then contact the client and manage the situation in line with our Timpi Terms of Business.
If the client wishes to proceed, they would be required to pay a finder’s fee to release you from the existing agreement. This would be treated as a standard recruitment arrangement, and we would handle all communications and next steps with the client.
The Timpi Wrap-Up Report Form is something we send out every Friday as a way to check in with you. It gives you space to share how your week has been, how you’re feeling, and raise or highlight anything you’d like us to know — whether it’s something that’s gone well or something you’re finding challenging.
It’s completely optional, so there’s no pressure to complete it. It’s just a supportive tool to help us stay connected and make sure you feel heard and looked after.
Speak to the HQ team straightaway so the client manager can follow up with the client and try to resolve the problem.
Please send your invoice to our account via accounts@timpi.co.uk at the end of the month. Our payment terms are 14 working days.
You will be given access to a @timpi.co.uk email address when you join, as well as any client email accounts. The majority of business clients will want to onboard you onto their systems so you will most likely be given an email address for each client you support. Please ensure you use this if this is their preference.
At Timpi HQ either Steph or Jess can help you with any queries. You may work alone but you’re not on your own.
Managing your workload can be challenging when multiple clients reach out at the same time. Remember, we are here to support you! If you start to feel overwhelmed and worry about missing deadlines, don’t hesitate to reach out to the HQ team immediately. We’re here to help and can step in to complete tasks on your behalf, ensuring that the client’s deadlines are still met.
No, but we would recommend it first. If your client insists then a Whatsapp group will be set up centrally by the HQ team. Please do not share your personal details such as your personal email or phone number with your clients.
You can make calls using Slack. Just select the ‘Huddle’ function – it looks like a pair of headphones. You can call your client via the desktop or device. You can choose whether to make it a video or voice call depending on what you need. You can also send voice notes on Slack.
Your client will let you know their preference. They may prefer email, WhatsApp, text or a combination. We work with whatever is easiest for our clients.
Timpi uses Slack as our main channel and encourages our clients to use this platform.
We prefer to use Slack for several reasons:
- It will help you keep your clients’ information in one place, helping you to be more efficient
- It makes holiday cover MUCH easier
- You won’t have to use personal devices for work purposes.
If your client prefers to use their own platforms such as Teams or Google Chat, then of course this is possible.
However, please do not share your personal details such as your personal email or phone number with your clients.
It’s essential to be proactive and check in with your clients regularly. Even if they don’t respond right away, your check-ins serve as a reminder that you are there to support them. If you don’t hear back via email, the most effective way to reach out is by calling them directly through Slack or their mobile. A quick phone check-in can help maintain communication. If they’re unavailable when you call, try to schedule a catch-up during the call itself.
Always record the time of client check-ins on Clockify under ‘Timpi Check-in’. This ensures we have a clear record of your efforts and helps us fulfil our side of the service agreement. It also helps avoid any disputes regarding unused hours.
Don’t do this. You need to record everything, don’t short change yourself. It’s sometimes hard to time this in real time, especially if you have replied when you’re not at your computer. If this is the case, make a reasonable guess of how long it has taken overview and add to your timesheet as ‘admin’.
Always let the client know when you have worked 75% of the agreed monthly minimum commitment. Some clients may be working to a budget so it’s important to keep them updated, and any hours worked beyond this will need written permission from the client beforehand. This is to ensure you will be paid for the extra work.
This allows the client to prioritise the remaining outstanding tasks and to keep an eye on their budget. If you work beyond and you do not let the client know you might not be paid, as they haven’t been made aware. Please always keep an eye on your Clockify and check regularly.
Flag to Timpi HQ immediately if you have gone over the hours accidentally.
We recommend you set one up for them using their details. Timpi uses and recommends LastPass.
For any platform if you are setting up a new account, make sure it’s in your client’s name and use their details so they own the account. This way if they move away from the service they have everything they need. This is really important for platforms like LastPass, Canva etc.
If your client isn’t sending you any work, it’s important to take initiative and gently prompt them. Sometimes clients are busy or unsure of what to delegate – a little encouragement goes a long way.
You can check in proactively i.e. Send a friendly message asking if there’s anything you can take off their plate this week. Offer suggestions like sharing a list of tasks you could help with based on what you know about their business (e.g. inbox management, scheduling, data entry, follow-ups). Reassure them, let them know you’re ready to help and can start small – even with just 15–30 minutes of support to ease their workload. Stay visible by showing up in their inbox or Slack/communication tool regularly without being pushy.
Clients often just need a gentle nudge to start delegating by showing that you’re available, proactive, and solution-oriented can make all the difference.
We let the client know they can contact us any time during office hours, but this doesn’t mean you have to be available at the drop of a hat. Sometimes the client will contact you while you are on another call or working on a project where you can’t just stop. In this case, simply let them know you are in another meeting and then message them to say that you call them back afterwards / in an hour etc.
If you are out of the office and running personal errands, ALWAYS say you are with another client or in a meeting. Please always keep it professional.
We have a duty of care and take pride in making sure our team and our clients are happy. If you aren’t happy with something, inform us as soon as possible. We will work with you to find a solution whether that’s helping solve an issue or transitioning the client to another team member.
We conduct monthly catch up meetings with each of our VAs to check in with you and discuss any issues or problems you may have.
Speak to the Timpi HQ team straight away. We will then follow up with the client and work on resolving the issue.
Yes. We will set up a Zoom account for you as part of your onboarding process. The login details can be found in your LastPass account.
Yes. Everything is chargeable from the Kick Off Call onwards.
Some clients will complete an onboarding form at the start of their contract to help us understand how best to support them. HQ will let you know if one has been completed and will convert it into a Client Profile in Google Sheets, which will be shared with you via Slack.
Please make sure you keep this profile up to date as you get to know the client — including the suppliers they use, their preferences, and any key information that helps us deliver excellent support.
Keeping the profile current is especially important for holiday cover, so we can avoid asking the client for information they’ve already provided.
Once you’ve been matched with a client, the Kick-Off Call is your initial meeting with them to define your tasks and responsibilities, get clarity on expectations, and ensure you’re set up on their systems, tools, and emails.
We will arrange this call at a time that works for both you and the client. It should take no longer than 30 minutes, and the time must be logged.
Your Timpi Profile is what we use to put you forward for new VA roles. It’s essentially your VA CV, presented in a Timpi-branded format that showcases your experience and the type of support you offer.
This is different from a Client Profile, which is created to store information about the client and how we support them. Your Timpi Profile is about you — your skills, background, and the tasks you’ve completed for each client.
We ask all VAs on the team to keep their Timpi Profile up to date, adding each new client and providing detailed notes on the tasks you manage. This helps demonstrate the depth and range of your support.
Remember, this profile is often the first impression a client will have of you — and a key part of being selected for new roles. Many clients don’t initially know how to use a VA, so your profile also helps inspire ideas about how they can work with you.
You’ll be given a Google Docs link to your Timpi Profile via your VA Slack channel so you can easily access and update it whenever needed.
You’ll find a Kick-Off Call content checklist in your onboarding email. The link is also available here
This checklist is designed to guide you through the conversation if you need it – you don’t need to follow it religiously. Every client is different, so feel free to adapt the flow to suit the style and needs of the client.
We prefer our clients to maximise their hours each month. However, if this isn’t possible the client can roll over 10% of their hours as per their Timpi Client contract.
No – we prefer you don’t block out time in advance, as we like to keep things flexible for both you and the client.
Unless a task is urgent, we encourage you to simply acknowledge receipt of the task and then provide the client with a reasonable deadline for completion if needed. This approach keeps communication clear while allowing you to manage your own schedule effectively.
Flexibility is a key part of how we work — just keep your client informed so expectations are always aligned.
You will have access to our time recording system, Clockify, to track your working hours. You must record your time in real time — this means starting the timer as you begin a task and stopping it when the task is complete.
The best way to manage this is to keep Clockify open on your computer at all times. Start the timer before you decide what to work on, so every second is accurately captured.
Clockify records your time in hours, minutes, and seconds, and this is how it must be submitted on your timesheet.
We will only accept time entries that include hours, minutes, and seconds — we do not round up time under any circumstances.
It’s vital that time entries are accurate, as we operate with full transparency with our clients. This shows exactly when you’ve been working for them, builds trust, and reinforces the high standards and professionalism of the Timpi team.
This will be logged on your Clockify account. You must check this twice a week to make sure you are not working beyond the minimum commitment without explicit permission from your client.
When the client has used 75% of their minimum commitment, please ensure you notify them in writing that you are near their minimum commitment and ask if they are happy for you to work beyond this. If they reply “yes”, then ALWAYS ask for another milestone to work towards. If they do not give you a milestone, set one for yourself and reply to the client saying you will notify them again when you hit that milestone (for example, 15 hours). This ensures everyone is on the same page, and gives the client an opportunity to change the milestone if they wish. If the client hasn’t approved the additional time, we cannot guarantee you will be paid for these hours.
Don’t short change yourself! No matter how long something takes it is important to record the time accurately. Make sure you record your time in Clockify, and raise it with Timpi HQ. We can catch up to discuss whether this is due to how long the tasks takes or if it is down to something else.
Keep us and the client informed if you are nearing the minimum commitment. Make sure you discuss a new target or time milestone with the client and update Timpi HQ with what is agreed.
For the odd occasion you forget to start the timer, you should add the estimated time manually. This is typically used for when you have sent the odd message here and there. Because it’s hard to capture this in real time, we recommend adding five minutes for these occasions.
You need to record ALL your time. This includes instant messages, emails, phone calls, check-ins, meetings and all work you complete for the client. It’s crucial to record every second as everything adds up, but to also show the client you have checked-in etc.
If you do not record your time, you will not be paid for those hours.
TOP TIP – Always have Clockify open on your computer. Start the timer first and THEN think about what work you will do next.
Booking flights is one of our regular VA tasks, but getting through airline security can sometimes be a challenge. The best solution is for the client to add you as a nominee or authorised person on their account where possible. This gives you permission to book, amend, or cancel flights on their behalf without issues.
Please note: Not all airlines offer this feature, but where they do, it’s the most secure and efficient method.
British Airways does allow third-party nominee access. Here’s how to set it up:
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The client should log into their British Airways Executive Club account
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Go to Your Profile/Manage Account → Manage Third-Party Nominee
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Add your full name and choose a passphrase to be used for all verifications
Once this is set up, you’ll be able to manage bookings with no issues using the passphrase when needed.
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Singapore Airlines – Third-Party Nominee Access:
Singapore Airlines offers a Redemption Nominee feature, allowing clients to authorise you to book, amend, or cancel redemption flights using their KrisFlyer miles.
Here’s how your client can set it up:
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Log in to their KrisFlyer or PPS Club account at singaporeair.com.
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Navigate to Profile → Redemption Nominees.
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Click “Add Nominee” and enter your full name exactly as it appears on your ID/passport.
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Complete the verification and save your details.
Important Notes:
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Up to five nominees can be added.
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Changes (adding/removing nominees) may incur fees, except for PPS Solitaire members.
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Always ensure the name matches exactly to avoid verification issues.
Yes, you can take time off — we just ask that you give as much notice as possible to both us and the client.
If the client requires cover during your absence, we will liaise with the team to arrange this. Please always inform us first so we can source the appropriate cover before offering it to the client.
We aim to keep handover calls to a maximum of 30 minutes. In preparation, you’ll need to provide:
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An up-to-date client profile
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A detailed handover document outlining tasks, key contacts, and the client’s preferences (for example: preferred times of day for meetings, how they like to travel, preferred communication styles, or calendar colour-coding)
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Loom walkthroughs where useful (recorded in the background)
We’ll then arrange a handover call to:
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Ensure we have access to LastPass and any shared tools
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Review the Client To Do List
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Discuss any outstanding or upcoming tasks to be completed while you’re away
If your client is hesitant to share their card details, there are several alternatives you can suggest to make the process easier and more secure:
1. Use a Monzo card: This allows the client to top up the card with their chosen amount and monitor transactions using the app on their phone.
2. Use PayPal: This allows the client to store their card details without needing to share them with you directly.
3. Make a payment over the phone: Call the vendor to organise everything. When the vendor is ready to take payment, you can add the client to the call so they can complete the purchase themselves.
4. Call direct: For bookings like hotels, where payment is needed to secure the reservation, you can ask the hotel or vendor to call the client directly to process the payment.
5. Existing accounts with hotels/suppliers: If the client has accounts with specific hotels or suppliers (e.g., Amazon, Trainline, Marriott), their card details may already be stored in their account, making it easier for them to make payments without sharing their card details again.
If your client has asked you to buy tickets for a concert, sports event, or theatre and you won’t be available when they are released, it’s important to act quickly. Purchasing tickets for events can be time-consuming and often very important to the client—this is why we’re often asked to handle it.
If you know you won’t be able to secure tickets in time, please let the Timpi HQ team know ASAP. We’ll arrange for someone else to step in and complete the task on your behalf.
We also have partnerships with a few hospitality companies who can source tickets, so be sure to contact HQ so we can help. Additionally, we have contacts for ticketed events and might be able to secure a better deal or even help in securing tickets if they sell out fast. ALWAYS let us know, as we may have resources that could assist. Since these tickets are often critical for the client, it’s essential that we secure them as soon as possible to avoid any disappointment.
If your client hasn’t provided a deadline for a task, be proactive and ask them directly when they need it completed. If they’re still unsure or don’t set a deadline, take the initiative and let them know when you can realistically have it finished. This ensures everyone is on the same page, helping to manage expectations and avoid any confusion
Yes, we often make payment on behalf of a client. In order for us to do this the best option is to be added as an authorised person on their account, this way they are insured if there were any issues. There are a few virtual card options available such as Monzo or Soldo.
Alternatively Clients sometimes prefer to send you their details instead, if so they must fill out our credit card authorisation form. It’s important for the client to know the insurance implications when they have chosen their preferred option. They will also need to store their own credit card details through a password vault or similar.
For each purchase make sure you get approval for each purchase and you share the costs with them beforehand. It is always best to check with the client when they are around before you make a payment – incase you need a verification code or similar, to avoid time-out.
Here’s an example you can use:
“Hi Kate, I’m going to purchase the iPad this morning. Please let me know when you’re near your phone, as it may ask you to approve the transaction.”
This simple step helps ensure everything goes smoothly!
Due to anti-money laundering regulations, initiating bank transfers on behalf of clients requires a specific licence. This licence costs approximately £400 per year and is typically held by bookkeepers or accountants. Most virtual assistants (VAs), including those at Timpi, do not hold this licence.
As part of our company policy, Timpi does not handle bank transfers or move money on behalf of clients. We strictly support online payments via card only.
If you’re using a platform like Xero, it can be connected to the client’s bank account to prepare transfers. However, for compliance and security reasons, the client must personally approve and authorise the payment – we cannot complete this step for them.
If you cannot complete a task, please let us know ASAP as we will have someone on the team who can help. Keep the client updated by telling them you cannot personally do that work but will speak to the team to see if someone else can.
Speak with Timpi today
Want to make life easier? Get in touch. We can help you with one-off projects or on an ongoing basis – you call the shots.
