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 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're looking for a people‐first, client‐focused Client Onboarding Executive to set new clients up for success from the moment they join our Accounting‐as‐a‐Service product. You'll own the onboarding experience – running structured welcome calls with new clients, walking them through what we do, what to expect from our team, and what their key obligations are as a business. This is a client‐facing role at its core: you'll spend the majority of your time on video calls, building rapport with startup founders and small business owners, and making a complex topic feel simple and reassuring. Key Responsibilities * Lead 30–45 minute structured onboarding video calls with new clients using a prepared script, covering our services, their statutory obligations, and what they can expect from us. * Walk clients through their key responsibilities in a clear, jargon‐free way, including relevant compliance milestones like filing deadlines, VAT and PAYE registration, and Corporation Tax. * Give clients a guided orientation of their accounting tools (e.g. Xero), so they feel confident from day one. * Identify additional services a client may need (e.g. payroll, VAT) and flag these internally for follow‐up. * Ensure all client details are accurately captured in internal systems. * Document and hand over all relevant information to the Customer Service and Retention teams at the close of onboarding. * Spot early risks (e.g. clients who seem disengaged or behind on setup) and elevate to relevant stakeholders. * Contribute to refining the onboarding process and improving the client experience over time. What We're Looking For * Proven experience running client‐facing onboarding calls, welcome calls, or structured video‐based client sessions. * A natural communicator: warm, structured, and able to put people at ease on a call. * Comfortable following and adapting a prepared script while keeping the conversation feeling natural. * Confident explaining processes and obligations to clients who are new to accounting and business admin. * Basic familiarity with UK statutory requirements for small businesses (e.g. Corporation Tax, Self‐Assessment, VAT thresholds, PAYE). * Any experience with cloud accounting platforms like Xero or QuickBooks is a bonus. We will provide full training. * Strong documentation habits and the ability to prepare clean handovers for internal teams. * Comfortable managing several active onboarding processes simultaneously. What We Offer * £32,000–£34,000 salary and comprehensive benefits package. * Hybrid working model (3 days in office; 2 days from home). * A genuine opportunity to shape and build processes from scratch. * Clear progression pathways as the practice scales. * A culture that values ownership, impact, and continuous improvement. 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. #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Client Onboarding Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 1st Formations. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 1st Formations before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 1st Formations:Your cover letter is your chance to shine! Tell us why you want to work at 1st Formations specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 1st Formations!
How to prepare for a job interview at 1st Formations
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
