At a Glance
- Tasks: Support customers with our SaaS products and ensure a fantastic experience.
- Company: Join Civica, a leader in GovTech, making a difference worldwide.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a supportive work culture.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping citizens and public services thrive.
- Qualifications: Customer-facing experience with SaaS solutions and strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
- Hybrid (Southbank office/Home)
- 12-month FTC
We’re Civica and we make software that helps deliver critical services for citizens all around the world.
From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a Gov Tech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day.
Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
Why you'll love this role of Customer Support Analyst
This is a varied customer-focused role within Civica Engagement Solutions, where you’ll help customers get the best from our Saa S products and enjoy a brilliant experience at every stage.
You’ll answer questions, solve problems, support training and act as a trusted contact for a selection of customers.
You’ll also play an important role in bringing new customers on board, leading the implementation and configuration of Engagement Solutions from initial requirements through to go-live.
Working closely with colleagues across product, sales and the wider business, you’ll share customer feedback, improve how we work and support the continued growth of our solutions.
- Support customers by telephone, email and online, understanding their needs and providing clear, practical solutions.
- Accurately log and manage customer requests using the internal case management system, keeping customers and colleagues updated.
- Act as the named contact for a selection of customers, taking part in review meetings and regular catch-ups.
- Lead the implementation, configuration and project management of new client systems from initial requirements through to successful go-live.
- Deliver customer training, including face-to-face sessions where appropriate, and help develop e-learning, videos and webinars.
- Share customer ideas and requests with the product management team to support product development and service improvement.
- Build a strong understanding of Civica Engagement Solutions products and services, keeping up to date with relevant sector developments.
- Maintain data confidentiality and follow relevant data protection, ISO 9001 and ISO 27001 processes and guidance.
- Work collaboratively across teams, share knowledge and support colleagues to deliver a consistently high-quality customer experience.
- Contribute to demos, pitches, conferences and events where appropriate, supporting the growth of relevant product areas.
- Identify opportunities to improve our services, processes and solutions, and help put positive changes into practice.
Experience & Skills
- Experience in a customer-facing role supporting Saa S solutions, and/or experience within the NHS or patient experience sector.
- Experience in one or more of the following areas: engagement, communications, healthcare, business intelligence, big data, IT or market research.
- Excellent written and verbal communication skills, with a genuine desire to help and support customers.
- Strong organisational skills, attention to detail and the ability to manage several priorities effectively.
- Confidence using Saa S products and other software tools, including Microsoft Word and Excel.
- The ability to understand and work with data and numbers.
- A collaborative, proactive approach, with strong problem-solving skills and an interest in improving and innovating solutions.
- We Want You to Bring Your Whole Self to Work
There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch.
We'd love to have a chat and see if you could be a great fit.
Why You'll Love Working with Us
As a company, we're passionate about what we do and the citizens we serve.
If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organisations, then Civica is the right place for you.
We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.
We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:
Time Off & Work-Life Balance
25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
Days of Difference – Up to 3 extra days off for volunteering.
Financial Well-being & Security
Pension Contributions – 5% employer match to support your future.
Income Protection – Up to 75% salary cover for long-term illness.
Life Assurance – 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 – Claim back physio, therapies & more.
Dental Insurance – Cover for routine & emergency care.
Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
Affinity Groups – Join employee-led communities.
Bounty Bonus – Refer a friend & get rewarded.
At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported.
We believe that a variety of perspectives drives 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, so every candidate has an equal chance to contribute to our mission.
If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.
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Customer Support Analyst employer: Civica
Civica is an exceptional employer that champions the use of technology to enhance public services, making a meaningful impact on communities worldwide. With a strong focus on employee well-being, we offer generous benefits including 25 days of annual leave, private medical insurance, and opportunities for career growth in a supportive and inclusive work culture. Join us in our mission to improve outcomes for citizens while enjoying a fulfilling work-life balance in a dynamic hybrid environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Civica. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Civica before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Civica:Your cover letter is your chance to shine! Tell us why you want to work at Civica specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Civica!
How to prepare for a job interview at Civica
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
