At a Glance
- Tasks: Support small business clients with accounting queries and Xero software.
- Company: Join a leading UK provider of company formation and compliance services.
- Benefits: Competitive salary, hybrid working, and comprehensive benefits package.
- Other info: Dynamic environment with real opportunities for career progression.
- Why this job: Make a real impact by helping entrepreneurs thrive in their businesses.
- 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 role combines 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 AR
- 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) in London employer: 1st Formations
At 1st Formations, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and innovation. With a comprehensive benefits package, hybrid working model, and real opportunities for progression, our team members are empowered to make a meaningful impact while supporting small businesses in their journey. Join us in a collaborative environment where your contributions are valued, and you can thrive as part of a certified B Corp and carbon-neutral business.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Executive – Accounting Practice (Xero) in London
✨Tip Number 1
Get to know Xero inside out! Familiarise yourself with its features and common issues. This way, when you chat with clients, you can confidently guide them through their queries and show off your expertise.
✨Tip Number 2
Practice your communication skills! Whether it’s on the phone, via email, or in a chat, being clear and empathetic is key. Role-play with friends or family to get comfortable explaining accounting concepts in simple terms.
✨Tip Number 3
Stay organised! Use tools to keep track of client interactions and follow-ups. This will help you manage high volumes of queries without losing your cool, ensuring clients feel valued and heard.
✨Tip Number 4
Don’t hesitate to apply through our website! We’re all about finding proactive and client-focused individuals. Show us your passion for helping small businesses thrive, and you could be just what we’re looking for!
We think you need these skills to ace Client Support Executive – Accounting Practice (Xero) in London
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application memorable.
Tailor Your Application:Make sure to tailor your application specifically for the Client Support Executive role. Highlight your experience with Xero and any relevant accounting knowledge. We love seeing how your background fits with what we do!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to explain your skills and experiences. We appreciate clarity, especially since you'll be helping clients navigate their queries!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at 1st Formations
✨Know Your Xero Inside Out
Make sure you’re familiar with Xero accounting software. Brush up on its features and common troubleshooting issues, as you'll likely be asked to explain how to use it effectively during the interview. Being able to demonstrate your knowledge will show that you're ready to help clients navigate their queries.
✨Brush Up on Basic Accounting Concepts
Since the role involves answering day-to-day accounting questions, it’s crucial to have a solid understanding of basic accounting principles. Prepare to discuss topics like expenses, purchases, and tax treatment in simple terms, as you’ll need to communicate these concepts clearly to non-finance clients.
✨Practice Your Communication Skills
As a Client Support Executive, you'll be handling a high volume of client interactions. Practice articulating your thoughts clearly and calmly, especially when dealing with time-sensitive queries. Consider role-playing with a friend to simulate phone calls or emails to build your confidence.
✨Show Your Proactive Attitude
Demonstrate your proactive approach by preparing examples of how you've anticipated client needs or resolved issues in previous roles. This will highlight your ability to take ownership of customer issues and ensure they are followed through efficiently, which is key for this position.
