About 1st Formations
At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence.

Running a business shouldn’t be slowed down by company formation, statutory compliance, accounting, or payroll. From day one, these essentials should be seamless, reliable, and intelligently handled — freeing founders to focus on building and scaling.

We’re a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage of their journey. Our platform brings together formation, compliance, accounting, payroll, and ongoing business support in one cohesive experience.

No stitched-together services.

No legacy workflows disguised as software.

Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence.

Why Join Us Now?
You’ll be joining a business with strong momentum, clear direction, and real opportunity for progression.

• £18m annual revenue, including £9m ARR

• Over 1 million companies formed

• Certified B Corp and Carbon Neutral Business

• Forecast to grow 5x–10x over the next three years
  

The Role

We’re looking for a proactive and client-focused Customer Service Executive to act as the first point of contact for our accounting service clients — typically small businesses and founders. You’ll confidently handle client queries, resolve simple issues directly, and ensure more complex requests are escalated efficiently — all while managing expectations and maintaining high levels of satisfaction.

Key Responsibilities

• Serve as the first line of support for client enquiries via phone and email

• Resolve routine and repeatable requests quickly, using internal tools and knowledge bases

• Accurately triage and escalate more complex queries (e.g. tax/accounting-specific) to the appropriate internal team (Accounting, Payroll, Onboarding, etc.)

• Take ownership of customer issues, ensuring they are followed through and resolved in a timely and professional manner

• Log support tickets and interactions clearly and consistently for traceability across teams

• Communicate clearly around deadlines, required client inputs, and next steps

• Manage a high volume of support queries daily in a calm and orderly way

• Collaborate with internal teams to improve service workflows and flag friction points

• Support new clients with initial system access (e.g. QuickBooks logins) and process introductions

What We're Looking For

• Experience in high volume inbound call environments

• Confident juggling phone calls, emails and live tickets simultaneously

• Calm, empathetic, and efficient communicator, especially when handling frustrated or concerned clients

• Clear understanding of ticket logging, escalation procedures, and client documentation

• Experience logging and triaging issues accurately while on the phone

• Nice to have - Experience with accounting software (QuickBooks, Xero, Freshboks, Dext) gained in the CS department of such companies or in the CS department of medium to big sized chartered accountant practices

• Proactive attitude - always looking to preempt follow-ups or reduce friction
  

What We Offer

• £32-35k and comprehensive benefits package

• Hybrid working model after the first month (3 days office; 2 days work from home)

• Real opportunities for progression as the business scales

• The chance to influence both customer experience and product development

• A culture that values ownership, impact, and continuous learning
  

Equal Opportunities
1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.