Customer Service Executive

1st Formations; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Career progression

Learning culture

Job summary

1st Formations in the UK is hiring a Customer Service Executive to be the voice of the business for founders and business owners, supporting them by phone, live chat and email.

You will answer questions, resolve issues, and ensure a smooth onboarding experience from start to finish, in a fast-paced, multi-channel environment that rewards problem solving and accuracy.

Real opportunities for progression and a culture that values ownership and continuous learning.

Qualifications

• At least 2 years of experience in customer-facing roles across multiple channels.
• Proven ability to meet KPIs and targets.
• Experience handling escalations and resolving complaints.
• Excellent written and verbal communication skills.
• Proficiency with CRM systems (HubSpot preferred) and standard office tools.

Responsibilities

• Deliver exceptional customer service with professionalism and empathy, driving high CSAT scores and positive public reviews
• Meet response SLAs across phone, live chat and email, escalating proactively when targets are at risk
• De-escalate and resolve customer complaints, documenting outcomes and root causes
• Act as a product expert on company formation, keeping up to date with changes to our products, services and policies
• Collaborate with cross-functional teams to resolve complex issues and support process improvements
• Manage multiple channels and priorities while keeping accurate case notes and adhering to regulatory and compliance requirements
• Learn new systems quickly and contribute to continuous improvement and peer coaching
• Highlight areas for improvement, give feedback on processes and recommend changes that raise customer satisfaction

Skills

Customer-facing experience

Multi-channel communication

KPI targets

Escalation handling

Cross-functional collaboration

Excellent communication

HubSpot CRM

MS Office/Google Workspace

Empathy and active listening

Tools

HubSpot CRM

MS Office/Google Workspace

Job description

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

The Customer Service Executive is part of our Customer Service Team and reports to the Head of Customer Services. You’ll be the voice of 1st Formations for founders and business owners, supporting them by phone, live chat and email. You’ll answer their questions, resolve their issues and give them a smooth experience from start to finish.

This role suits someone with solid customer service experience who does well in a fast-paced, multichannel environment. You should enjoy solving problems and care about getting things right for the customer the first time.

Key Responsibilities

• Deliver exceptional customer service with professionalism and empathy, driving high CSAT scores and positive public reviews

• Meet response SLAs across phone, live chat and email, escalating proactively when targets are at risk

• De‑escalate and resolve customer complaints, documenting outcomes and root causes

• Act as a product expert on company formation, keeping up to date with changes to our products, services and policies

• Collaborate with cross-functional teams to resolve complex issues and support process improvements

• Manage multiple channels and priorities while keeping accurate case notes and adhering to regulatory and compliance requirements

• Learn new systems quickly and contribute to continuous improvement and peer coaching

• Highlight areas for improvement, give feedback on processes and recommend changes that raise customer satisfaction

What We Are Looking For

• At least 2 years’ experience in customer-facing roles supporting multiple contact channels (phone, email, live chat and/or social)

• Experience handling high‑volume, fast‑paced customer interactions and switching confidently between channels

• A track record of meeting operational KPIs and working to defined performance targets

• Experience handling escalations, de‑escalating complaints and reaching satisfactory resolutions

• Proven ability to work with cross‑functional teams to resolve complex customer issues

• Excellent written and verbal communication skills, with strong attention to detail

• Proficiency with CRM and ticketing systems (HubSpot preferred) and standard office tools (MS Office/Google Workspace)

• Customer focus, empathy and active listening, with the ability to tailor your approach to each customer

• Sound judgement and problem‑solving skills, including knowing when to elevate

• A quality‑focused, adaptable and collaborative mindset, and comfort with change

What We Offer

• Competitive salary and a comprehensive benefits package

• 37.5 hours per week, Monday to Friday

• Hybrid working: 3 days in the office (Monday, Wednesday and Friday) and 2 days from home, after an initial 1–3 months fully office‑based while you settle in and train

• Real opportunities for progression as the business scales

• The chance to shape customer experience and influence how our products and processes evolve

• 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.