Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
We are seeking a proactive and client-focused Customer Service Executive to serve as the primary point of contact for our accounting service clients, who are typically small businesses and founders. This role involves confidently managing client inquiries, resolving straightforward issues directly, and ensuring efficient escalation of more complex requests, all while maintaining high client satisfaction.
Responsibilities
- Serve as the first line of support for client inquiries 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
Requirements
- 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
- Proactive attitude - always looking to preempt follow-ups or reduce friction
Skills
- Customer Service
- Client Support
- Issue Resolution
- Ticket Management
- Communication
- Escalation Procedures
- Accounting Software (QuickBooks, Xero, Freshbooks, Dext) - Nice to have
- Inbound Call Handling
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Entry Level
- Mid Level
Salary/Compensations
- £32,000 - £35,000
Benefits
- 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
About the Company
- 1st Formations empowers entrepreneurs to start, run, and grow their businesses with confidence.
- We are a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform.
- Our platform integrates formation, compliance, accounting, payroll, and ongoing business support.
- We are 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
Equal Opportunity
- 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.