Customer Service Executive

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 are looking for a proactive and empathetic Customer Service Executive to join our team. You will be the first point of contact for our customers, handling inquiries and resolving issues via email, phone, and live chat. Your goal is to ensure every customer receives timely, accurate, and friendly support. The ideal candidate will be detail-oriented, organised, and adaptable, with the ability to balance administrative priorities with client-facing responsibilities. Key Responsibilities

• Provide live customer support through email, phone, and live chat
• Deliver clear and accurate information on products and services, including aspects of limited company formation and company secretarial services
• Ensure all account information is accurate and up to date
• Manage and resolve customer complaints with empathy, efficiency, and a strong focus on issue resolution
• Collaborate with internal teams to escalate and follow through on more complex queries
• Maintain detailed, organized, and accurate records of all customer interactions
• Consistently provide exceptional service, reflecting a customer-first mindset and a professional approach

What We Are Looking For

• Proven experience in a similar role
• Excellent written and verbal communication skills
• Ability to multitask, prioritize, and manage time effectively
• Strong customer service skills
• Polite, friendly, and professional demeanor
• Team-oriented with a flexible, can-do attitude
• Proactive and capable of working independently
• Positive mindset and high level of integrity
• Strong work ethic and commitment to excellence

What We Offer

• £32,000 per year + £3k Bonus per year and a comprehensive benefits package
• Hybrid working model
• 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.