Enterprise Systems - Customer Care Consultant

Enterprise Systems – Customer Care Consultant, London

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $ and employing approximately 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1100 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients optimize technology and data use. We innovate wisely to deliver digital solutions and software.

CACI\’s Information & Management Solutions division offers a range of software, consultancy, and managed services. With expertise in systems integration, analytics, and secure cloud and managed services, we help clients improve operational processes, gain insights, and reduce costs.

From data integration and web reporting to activity-based costing, mobile working, telecom support, and online transactional solutions, we enable clients to understand their business, manage performance, and deliver value.

General Description

Your primary role as a Customer Care Consultant is to work within the Business As Usual (BAU) Team to provide 1st and 2nd line support for Cygnum customers within CACI’s Enterprise Systems Business Unit.

You will take ownership of service delivery to our customer base within agreed SLAs, requiring a thorough understanding of the Cygnum product, the technical solutions used by customers, and market knowledge. Some time will also be allocated to wider project work within the Business Unit.

Key Responsibilities

• Provide 1st and 2nd line support, managing issue resolution per call priorities and SLAs.
• Conduct thorough triage of support issues, planning and coordinating internal resources for resolution following escalation procedures.
• Support implementation, configuration, and testing of Cygnum software issues using established tools and processes.
• Participate in regular customer review meetings via Microsoft Teams to discuss open tickets and improve communication.
• Analyze customer issues for trends and root causes, feeding insights back to the team.
• Assist Business Development and Account Managers in identifying customer-requested changes and sales opportunities.
• Provide training, guidance, coaching, and mentoring to colleagues.

Other

• Contribute to system and process improvements within CACI.

Key Attributes & Skills

Essential

• 3-4 years of Service Desk experience in a software environment.
• Understanding of ITIL processes.
• Ability to quickly learn new software applications.
• Experience with Jira/QMtry or similar software.
• Strong communication skills, both written and oral.
• Effective team player and independent worker.
• Excellent problem-solving skills and attention to detail.
• Understanding of enterprise software and infrastructure technologies.
• Proficiency in Microsoft Windows, Office, Teams, Visio, and Excel.

Desirable

• ITIL certification.
• Bachelor’s degree in relevant field.
• Experience with Cygnum software.
• Experience in training and mentoring colleagues.

Core Behaviours

Our core personal behaviours include:

• Reliable
• Flexible
• Adaptable
• Pro-active
• Team Player

These will be assessed regularly and form part of performance reviews.

Additional Requirements

Due to industry requirements, all team members must obtain security clearance. Applicants must be UK passport holders and have lived in the UK for the past 5 years.

We are committed to diversity and equal opportunity employment. All qualified applicants will be considered regardless of race, religion, gender, or other protected characteristics.

Successful candidates must have the right to work in the UK.

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