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1st Line Customer Service Executive

2 weeks ago

Liverpool, United Kingdom FORT Full time

The OpportunityA 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 patternThis 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 promotingThe 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 responsibilitiesProviding telephone and ticket-based 1st-line supportAssessing ticket urgency, gathering key information, and ensuring SLA complianceManaging and updating customers proactively throughout incident resolutionEscalating issues appropriately while maintaining responsibility for communicationActing as the central point of contact between customers and internal teamsSupporting the enhancement of service desk processes and customer experienceAssisting subcontractors in managing day-to-day MSite operationsWhat you’ll bringA passion for exceptional customer serviceExperience in customer service or service desk environmentsExposure to IT/software supportConfidence with Microsoft Office, especially Excel & OutlookAbility to stay calm under pressure and work collaborativelyAny experience working on Salesforce or Zendesk applications would be preferredAny 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. #J-18808-Ljbffr