Hybrid Customer Experience 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

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.