1st Formations

Customer Service Executive, Accounting Software Experience Required

1st Formations

full-time

Posted on:

Location Type: Hybrid

Location: Covent Garden • United Kingdom

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Salary

💰 £40,000 per year

Job Level

Junior

About the role

  • Serve as the first line of support for client enquiries via phone and email
  • 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 the appropriate internal team (Accounting, Payroll, Onboarding, etc.)
  • 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
  • Manage a high volume of support queries daily in a calm and orderly way
  • Collaborate with internal teams to improve service workflows and flag friction points
  • Support new clients with initial system access (e.g. QuickBooks logins) and process introductions

Requirements

  • Experience with accounting software (QuickBooks, Xero, Freshboks, Dext) gained in the CS department of such companies or in the CS department of medium to big sized chartered accountant practices
  • Confident juggling phone calls, emails and live tickets simultaneously
  • Calm, empathetic, and efficient communicator, especially when handling frustrated or concerned clients
  • Clear understanding of ticket logging, escalation procedures, and client documentation
  • Experience logging and triaging issues accurately while on the phone
  • Proactive attitude — always looking to preempt follow-ups or reduce friction
Benefits
  • Hybrid working model
  • Comprehensive benefits package
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
accounting softwareQuickBooksXeroFreshbooksDextticket loggingissue triagingclient documentation
Soft Skills
communicationempathycalmnessefficiencyproactive attitudeproblem-solvingcollaborationtime management