Onboarding Specialist

1st Formations

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. No stitched-together services. No legacy workflows disguised as software. Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence. 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 part-qualified or qualified accountant with specialist tax knowledge to join our Accountancy-as-a-Service team. This role is primarily focused on providing expert tax advice and support across our client portfolio, with the added flexibility to step in and cover small business and startup advisory queries when needed. You'll work closely with our accountancy delivery team to ensure clients receive accurate, technically sound tax guidance, while also being able to support broader small business needs as they arise. Key Responsibilities * Act as the specialist tax lead for a portfolio of SME and startup clients, covering corporation tax, VAT, and personal tax as relevant to owner-managed businesses * Review and support the preparation of tax computations and returns, ensuring accuracy and compliance with current legislation * Identify tax planning opportunities and efficiencies for clients, particularly around business structuring, reliefs, and allowances relevant to small businesses and startups * Act as the key point of contact for client tax queries, escalating complex matters where needed * Provide cover for small business and startup advisory queries when the primary advisor is unavailable, including guidance on company formation considerations, accounting setup, and early-stage financial best practice * Stay current on changes to UK tax legislation and proactively flag relevant updates or risks to clients and the wider team * Collaborate with the accountancy service delivery team to ensure tax considerations are built into day-to-day client account management * Support onboarding of new clients, advising on the most appropriate tax structure for their circumstances * Help develop internal guidance, templates, or resources to support consistent tax advice across the AaaS team * Identify opportunities to improve processes, tools, or client education around tax compliance What We Are Looking For * Part-qualified or qualified accountants (ACA, ACCA, CTA, or ATT) with specialist tax knowledge * Proven experience advising SME, startup, or owner-managed business clients, ideally within an accountancy practice or accountancy-as-a-service environment * Strong technical knowledge of UK corporation tax, VAT, and personal tax as it applies to small businesses * Comfortable providing broader small business/startup advice as needed, even outside core tax specialism — able to cover this ground confidently when required * Confident communicator, able to translate technical tax concepts into clear, practical advice for non-specialist clients * Comfortable working with accounting/tax software (e.g. Xero, Sage) and confident using Excel/Google Sheets for reporting and analysis * Highly organised, with the ability to manage multiple client relationships and competing priorities * A collaborative, client-first mindset, comfortable working cross-functionally within a scaling business What We Offer * £55-60k and comprehensive benefits package * Hybrid working model * 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.

1st Formations

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. No stitched-together services. No legacy workflows disguised as software. Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence. 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 proactive and client-focused Customer Service Executive to act as the first point of contact for our accounting service clients — typically small businesses and founders. You’ll confidently handle 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 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 What We're Looking For * Experience in high volume inbound call environments * 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 * Nice to have - 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 * Proactive attitude - always looking to preempt follow-ups or reduce friction What We Offer * £32-35k and comprehensive benefits package * Hybrid working model after the first month (3 days office; 2 days work from home) * 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.

1st Formations

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. No stitched-together services. No legacy workflows disguised as software. Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence. 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 The MLRO will serve as the registered Money Laundering Reporting Officer, with full accountability for suspicious activity reporting, regulatory engagement, and the consistent application of the highest regulatory and governance standards across the business. This is a senior, operationally hands-on role that combines day-to-day MLRO responsibilities with strategic compliance direction - protecting the business through robust controls, proactive risk management, and continuous regulatory horizon scanning. The postholder will act as a business-enabling partner, working closely with the COO and CEO to translate regulatory requirements into practical action plans, ensuring commercial growth is pursued confidently within a defined risk appetite. We are ideally looking for candidates with experience in the company formations (Trust or Company Service Provider (TCSP)), or accounting sector. Key Responsibilities • Serve as the registered MLRO, with full responsibility for suspicious activity reporting reviews, external SAR submissions, and direct engagement with the NCA and FCA • Own and evolve the group risk framework, including our AML policies and procedures, risk registers and risk appetite statements • Lead AML and financial crime compliance across the group, ensuring ongoing adherence to the Proceeds of Crime Act, Money Laundering Regulations, and UK GDPR • Oversee KYC and CDD controls, sanctions screening, and SAR reporting - continuously optimising processes to handle high volumes of customer onboarding and transactional activity • Drive regulatory horizon scanning, proactively tracking changes to the regulatory landscape and briefing senior leadership with clear, actionable plans • Maintain and improve control effectiveness, overseeing first-line self-assessment and second-line assurance activity, ensuring audit findings are actioned within agreed SLAs • Partner with business leaders and commercial teams to enable growth by embedding compliance into operational and product development processes • Manage relationships with external regulators, auditors, and relevant third parties with professionalism and confidence • Oversee compliance tools and technologies, including AML monitoring systems and case management platforms • Monitor and report on risk posture and compliance KPIs, providing regular updates to the COO, CEO, and senior leadership What We Are Looking For * 10+ years of compliance and risk leadership in a regulated sector, ideally with direct experience in company formations (TCSP) or accountancy services * Proven experience as an MLRO or Deputy MLRO, with direct responsibility for SAR submissions and engagement with the NCA and FCA * Deep expertise in AML and financial crime, with strong working knowledge of the Proceeds of Crime Act, Money Laundering Regulations, GDPR, and FCA guidance * Experience building and managing risk frameworks using the three-lines-of-defence model at scale * A track record of regulatory horizon scanning and delivering compliance change programmes on time * Familiarity with AML monitoring systems and case management platforms * A pragmatic, business-enabling mindset - able to advise on risk-based decisions that support growth rather than obstruct it * Strong stakeholder management skills, with the ability to communicate complex regulatory matters clearly to senior leadership and external partners * Analytical, data-driven approach to assessing risk posture and prioritising remediation * Relevant professional qualification (ICA, CAMS, CISI, or equivalent) strongly advantageous; Bachelor's degree required What We Offer * £80- 120k and comprehensive benefits package * Hybrid working model- Mondays, Wednesdays and Fridays in the Office. * 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.