Customer Service Executive

1st Formations

. Deliver exceptional customer service with professionalism and empathy, driving high CSAT scores and positive public reviews .

Posted 9/24/2026full-timeLondon • United KingdomJuniorMid-Level💰 £32,000 - £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in delivering exceptional customer service across multiple channels while effectively managing escalations and resolving complaints. Proficient in using CRM systems and maintaining compliance with regulatory requirements.

Highest-signal resume keywords

Customer Service ExcellenceEscalation ManagementCross-Functional CollaborationCRM Proficiency (HubSpot Preferred)Operational KPI Achievement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction ManagementComplaint ResolutionPerformance Target AchievementCase DocumentationProcess Improvement

Soft Skills

EmpathyActive ListeningAttention to DetailProblem-SolvingAdaptability

Tools & Technologies

CRM SystemsTicketing SystemsMS OfficeGoogle Workspace

Industry Keywords

Customer Satisfaction (CSAT)Regulatory ComplianceCustomer-Facing RolesHigh-Volume InteractionsContinuous Improvement

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Deliver exceptional customer service with professionalism and empathy, driving high CSAT scores and positive public reviews
Meet response SLAs across phone, live chat and email, escalating proactively when targets are at risk
De-escalate and resolve customer complaints, documenting outcomes and root causes
Act as a product expert on company formation, keeping up to date with changes to products, services and policies
Collaborate with cross-functional teams to resolve complex issues and support process improvements
Manage multiple channels and priorities while keeping accurate case notes and adhering to regulatory and compliance requirements
Learn new systems quickly and contribute to continuous improvement and peer coaching
Highlight areas for improvement, give feedback on processes and recommend changes that raise customer satisfaction
Support founders and business owners by phone, live chat and email as the voice of 1st Formations

Requirements

What you’ll need

At least 2 years' experience in customer-facing roles supporting multiple contact channels (phone, email, live chat and/or social)
Experience handling high-volume, fast-paced customer interactions and switching confidently between channels
Track record of meeting operational KPIs and working to defined performance targets
Experience handling escalations, de-escalating complaints and reaching satisfactory resolutions
Proven ability to work with cross-functional teams to resolve complex customer issues
Excellent written and verbal communication skills, with strong attention to detail
Proficiency with CRM and ticketing systems (HubSpot preferred) and standard office tools (MS Office/Google Workspace)
Customer focus, empathy and active listening, with the ability to tailor your approach to each customer
Sound judgement and problem-solving skills, including knowing when to escalate
Quality-focused, adaptable and collaborative mindset, and comfort with change
Must have the right to work in the UK

Benefits

Comp & perks

Competitive salary and a comprehensive benefits package
37.5 hours per week, Monday to Friday
Hybrid working: 3 days in the office and 2 days from home, after an initial 1–3 months fully office-based while you settle in and train
Real opportunities for progression as the business scales
The chance to shape customer experience and influence how products and processes evolve
Culture that values ownership, impact and continuous learning