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.

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 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.

• 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

• 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 (Hub Spot 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

• Competitive salary and a comprehensive benefits package

• 37.5 hours per week, Monday to Friday

• Hybrid working: 3 days in the office (Monday,…