Customer Support Analyst

Customer Support Analyst

Contract Type: 12-month Fixed Term Contract (FTC)

Location: Hybrid (Southbank office/Home)

We are Civica, a company that builds software to deliver critical services for citizens globally. Over 5,000 public bodies across local, state, education, and healthcare sectors utilize our software to support more than 100 million citizens. We aspire to be a leading GovTech champion worldwide, and we are at a pivotal point in achieving this.

About the Role

This is a varied, customer-focused role within Civica Engagement Solutions. You will ensure customers get the best value from our SaaS products and have a brilliant experience throughout their journey. You will serve as a trusted contact for a selection of customers, answering questions, solving problems, and supporting training.

You will also play a key role in onboarding new customers by leading the implementation and configuration of Engagement Solutions, from initial requirements gathering through to go-live. Collaborating closely with colleagues across product, sales, and the wider business, you will share customer feedback to improve our processes and support the growth of our solutions.

Key Responsibilities

• Support customers via telephone, email, and online channels, providing clear and practical solutions based on their needs.
• Accurately log and manage all customer requests using the internal case management system, ensuring timely updates for customers and colleagues.
• Act as the named contact for a portfolio of customers, participating in review meetings and regular check-ins.
• Lead the implementation, configuration, and project management of new client systems, guiding them successfully from requirements definition to go-live.
• Deliver customer training, which may include face-to-face sessions, and contribute to the development of e-learning materials, videos, and webinars.
• Advocate for the customer by sharing ideas and requests with the product management team to drive product development and service improvement.
• Develop a deep understanding of Civica Engagement Solutions products and services, staying current with relevant sector trends.
• Maintain strict data confidentiality and adhere to data protection, ISO 9001, and ISO 27001 processes and guidance.
• Collaborate across teams, sharing knowledge and supporting colleagues to maintain a consistently high-quality customer experience.
• Contribute to demos, pitches, conferences, and events as required, supporting the growth of relevant product areas.
• Proactively identify opportunities to improve our services, processes, and solutions, and help implement positive changes.

Experience & Skills

• Experience in a customer-facing role supporting SaaS solutions, or experience within the NHS or patient experience sector.
• Experience in one or more areas such as engagement, communications, healthcare, business intelligence, big data, IT, or market research.
• Excellent written and verbal communication skills, coupled with a genuine drive to support and assist customers.
• Strong organizational skills, meticulous attention to detail, and proven ability to manage multiple priorities effectively.
• Confidence in using SaaS products and various software tools, including Microsoft Word and Excel.
• The ability to comfortably understand and interpret data and quantitative information.
• A collaborative, proactive mindset with strong problem-solving skills and a keen interest in innovation.

Why Join Civica?

We are passionate about the public service we support. If you want to champion the use of technology to improve outcomes for citizens and public sector organizations, Civica is the right place for you. We invest in our people to help you unlock your potential, achieve career growth, and make a tangible difference to communities.

What We Offer

We believe that when our people are happy, they work better. Expect the following benefits:

Time Off & Work-Life Balance

• 25 Days Annual Leave + bank holidays, with the option to purchase up to 10 extra days.
• Days of Difference: Up to 3 extra days off to use for volunteering.

Financial Well-being & Security

• Pension Contributions: 5% employer match to support your future.
• Income Protection: Coverage up to 75% of your salary for long-term illness.
• Life Assurance: A 4x salary tax-free lump sum.
• Critical Illness Cover: £25,000 lump sum (extendable to dependants).

Health & Perks

• Private Medical Insurance: Fast access to private healthcare.
• Health Cash Plan: Reimbursement for physiotherapy, therapies, and more.
• Dental Insurance: Coverage for routine and emergency dental care.
• Electric Vehicle (EV) Scheme: Access to a wide range of electric and hybrid vehicles.
• Affinity Groups: Opportunities to join employee-led communities.
• Bounty Bonus: Rewards for referring friends.

Our Commitment to Diversity and Inclusion

At Civica, we are committed to fostering an inclusive and diverse workplace where every individual feels valued. We believe diverse perspectives drive innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, giving every candidate an equal chance.

If you require any adjustments or accommodations to participate in our recruitment process, please inform us; we are here to support you.

Note: If you possess the skills but do not meet every requirement listed, we encourage you to apply, as we believe in seeing your whole potential.