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About the Role

We are seeking a people-first Customer Onboarding Executive to ensure new clients are set up for success with our Accounting-as-a-Service product. This client-facing role involves owning the onboarding experience, conducting welcome calls, explaining our services and client obligations, and building rapport with founders and small business owners.

Responsibilities

• Lead 30–45 minute structured onboarding video calls with new clients using a prepared script, covering our services, their statutory obligations, and what they can expect from us
• Walk clients through their key responsibilities in a clear, jargon-free way, including relevant compliance milestones like filing deadlines, VAT and PAYE registration, and Corporation Tax
• Give clients a guided orientation of their accounting tools (e.g. Xero), so they feel confident from day one
• Identify additional services a client may need (e.g. payroll, VAT) and flag these internally for follow-up
• Ensure all client details are accurately captured in internal systems
• Document and hand over all relevant information to the Customer Service and Retention teams at the close of onboarding
• Spot early risks (e.g. clients who seem disengaged or behind on setup) and escalate to relevant stakeholders
• Contribute to refining the onboarding process and improving the client experience over time

Requirements

• Proven experience running client-facing onboarding calls, welcome calls, or structured video-based client sessions
• Comfortable following and adapting a prepared script while keeping the conversation feeling natural
• Confident explaining processes and obligations to clients who are new to accounting and business admin
• Basic familiarity with UK statutory requirements for small businesses (e.g. Corporation Tax, Self-Assessment, VAT thresholds, PAYE)
• Strong documentation habits and the ability to prepare clean handovers for internal teams
• Comfortable managing several active onboarding processes simultaneously

Skills

• Communication
• Client Relationship Management
• Process Explanation
• Documentation
• Time Management

Location

• Hybrid

Work Type

• Hybrid

Experience Level

• Proven experience

Salary/Compensations

• £32,000–£36,000

Benefits

• Comprehensive benefits package

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 brings together formation, compliance, accounting, payroll, and ongoing business support in one cohesive experience.
• We have £18m annual revenue, including £9m ARR, and have formed over 1 million companies.
• We are a Certified B Corp and Carbon Neutral Business.
• We are 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.