At a Glance
- Tasks: Support small business clients with accounting queries and Xero software.
- Company: 1st Formations, a leading UK provider of company formation and compliance services.
- Benefits: Competitive salary, comprehensive benefits, hybrid working, and growth opportunities.
- Other info: Diverse and inclusive workplace with a focus on continuous learning.
- Why this job: Join a fast-growing company and make a real impact on client success.
- Qualifications: Experience in accounting or bookkeeping, and familiarity with Xero software.
The predicted salary is between 35000 - 40000 € per year.
This person acts as the first point of contact for our small business clients, helping them navigate day-to-day accounting questions and get the most out of Xero accounting software. You will combine client interaction with practical accounting knowledge, answering queries directly where possible and working closely with our qualified accountants for more complex matters.
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.
Why Join Us Now?
- £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’re looking for a proactive and client-focused Client Support Executive to act as the first point of contact for our accounting service clients, small businesses and founders. You’ll combine client interaction with practical accounting knowledge, helping customers navigate day-to-day accounting queries and get the most out of Xero accounting software. You’ll confidently handle a high volume of client queries, resolve simple issues directly, and ensure more complex requests are escalated efficiently, all while managing expectations and maintaining high levels of satisfaction.
Key Responsibilities:
- Serve as the first line of support for client enquiries via phone, email, and chat
- Advise clients on day-to-day accounting queries (e.g. expenses, purchases, basic treatment questions)
- Help clients through Xero usage, troubleshooting issues, and explaining features
- Resolve routine and repeatable requests quickly using internal tools and knowledge bases
- Accurately triage and escalate more complex queries (e.g. tax/accounting-specific) to our qualified accountants
- Take ownership of customer issues, ensuring they are followed through and resolved in a timely and professional manner
- Log support tickets and interactions clearly and consistently for traceability across teams
- Communicate clearly around deadlines, required client inputs, and next steps
- Handle a high volume of client interactions in a structured, calm, and efficient way
- Collaborate with internal teams to improve service workflows and flag friction points
What We’re Looking For:
- Background in an accounting practice, bookkeeping role, or similar environment
- Experience using Xero is a must; experience with other cloud accounting software would be nice-to-have
- Comfortable explaining accounting concepts to non-finance clients in a clear and simple way
- Confident handling phone calls, emails, and live queries simultaneously
- Calm, empathetic, and efficient communicator, especially when dealing with time-sensitive or unclear client requests
- Strong understanding of ticket logging, triage, and escalation processes
- Experience logging and prioritising issues accurately while speaking with clients
- Proactive attitude: able to anticipate follow-ups and reduce friction for clients
What We Offer:
- £35-40k annual salary
- Comprehensive benefits package
- Hybrid working model after the first month
- 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.
Client Support Executive – Accounting Practice (Xero) employer: 1st Formations
At 1st Formations, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters ownership and continuous learning. With a comprehensive benefits package and a hybrid working model, our employees enjoy real opportunities for progression as we scale rapidly. Join us in empowering entrepreneurs while being part of a certified B Corp and carbon-neutral business that values diversity and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Executive – Accounting Practice (Xero)
✨Tip Number 1
Get to know the company inside out! Research 1st Formations and understand their values, services, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling client queries, it's crucial to articulate your thoughts clearly. Role-play with a friend or family member to get comfortable explaining accounting concepts in simple terms.
✨Tip Number 3
Be proactive during interviews! Think of potential questions clients might ask and prepare your responses. Show that you can anticipate needs and provide solutions, just like you would in the role of a Client Support Executive.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and ready to dive into the world of client support and accounting.
We think you need these skills to ace Client Support Executive – Accounting Practice (Xero)
Some tips for your application 🫡
Show Off Your Accounting Skills:Make sure to highlight any relevant experience you have in accounting or bookkeeping. We want to see how you can help our clients with their day-to-day queries, so don’t hold back on showcasing your knowledge of Xero and other accounting software!
Be Client-Focused:Since this role is all about client interaction, let your personality shine through! Share examples of how you've successfully handled client queries in the past, and show us that you can communicate complex accounting concepts in a simple way.
Keep It Clear and Concise:When writing your application, clarity is key. Use straightforward language and structure your thoughts logically. This will not only make it easier for us to read but also reflect your ability to communicate effectively with clients.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at 1st Formations
✨Know Your Xero Inside Out
Make sure you’re well-versed in Xero accounting software. Familiarise yourself with its features and common troubleshooting steps, as you'll need to help clients navigate their queries effectively. Practising with the software beforehand can give you the confidence to answer questions on the spot.
✨Brush Up on Basic Accounting Concepts
Since you'll be dealing with day-to-day accounting queries, it’s essential to have a solid understanding of basic accounting principles. Review topics like expenses, purchases, and tax treatments so you can explain them clearly to clients who may not have a finance background.
✨Practice Your Communication Skills
As a Client Support Executive, clear communication is key. Practice explaining complex concepts in simple terms, and consider role-playing with a friend or family member. This will help you stay calm and empathetic when handling client queries during the interview.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle client interactions. Think of examples from your past experiences where you successfully resolved issues or improved client satisfaction, and be ready to share these during the interview.
