1st Formations

Client Services Representative

• 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

Client Support Executive – Accounting Practice, Xero

Frontend Engineer

• Develop and maintain front-end applications using JavaScript, HTML, CSS, and frameworks such as Next.js.
• Build and customise templates and components within HubSpot CMS.
• Integrate front-end applications with CMS-driven and CRM-based content.
• Create responsive, accessible, and high-performing user interfaces using modern CSS techniques.
• Work within legacy or bespoke CMS environments while maintaining best development practices.
• Optimise website performance, accessibility, and user experience.
• Collaborate with marketing and growth teams to support digital campaigns and website enhancements.
• Use modern build tools and follow front-end performance optimisation practices.
• Troubleshoot issues and deliver high-quality solutions with strong attention to detail.

Client Support Executive – Accounting Practice, Xero

Front End Web Developer