1st Line Customer Service Executive in Liverpool

The Opportunity

A fantastic opportunity to join a customer-centric technology business providing industry-leading workforce and site-management solutions across the UK. You will be joining the Customer Success team as a 1st Line Customer Service Executive, acting as the first point of contact for users of the MSite platform — supporting system use, troubleshooting issues, and ensuring smooth and timely ticket resolution. This role sits at the heart of ensuring customer satisfaction, service excellence, and seamless operational support across a wide client base.

Working pattern

This will be a fully onsite role based with my client in Liverpool so you must be able to have reliable transport.

The Why? (Top 3)

• Direct Impact on Customer Experience You play a critical role in shaping customer relationships, ensuring issues are resolved quickly and users get the most out of the technology platform.
• Growth in a Tech-Led Environment A great environment for anyone passionate about developing skills in software support, service delivery, and IT service management frameworks.
• Collaborative, People-Focused Culture Work alongside project, engineering, product, and sales teams in a company committed to diversity, fairness, and continuous improvement with an excellent track record of promoting

The What…

As a Customer Service Executive (1st Line), you’ll manage incoming queries, triage incidents, resolve user issues where possible, and uplift effectively while maintaining ownership of communication and customer experience.

Core responsibilities

• Providing telephone and ticket-based 1st-line support
• Assessing ticket urgency, gathering key information, and ensuring SLA compliance
• Managing and updating customers proactively throughout incident resolution
• Escalating issues appropriately while maintaining responsibility for communication
• Acting as the central point of contact between customers and internal teams
• Supporting the enhancement of service desk processes and customer experience
• Assisting subcontractors in managing day-to-day MSite operations

What you’ll bring

• A passion for exceptional customer service
• Experience in customer service or service desk environments
• Exposure to IT/software support
• Confidence with Microsoft Office, especially Excel & Outlook
• Ability to stay calm under pressure and work collaboratively
• Any experience working on Salesforce or Zendesk applications would be preferred
• Any exposure to SaaS based products.

And finally… Who are we?

FORT – Future of Recruiting Technologists is a specialist technology search consultancy, partnering with high-growth and innovation-led organisations across the North of England. We connect experienced technologists and operational specialists with companies where they can make genuine impact. Beyond evaluating technical skill, we focus on cultural alignment, team dynamics, and long-term career potential. Our values — Continual Development, Compassion, and Consistency — underpin everything we do, ensuring meaningful, human-centred recruitment experiences.