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- Tasks: Support our cloud-based payment platform and resolve customer issues effectively.
- Company: Join Civica, a leader in innovative public sector solutions.
- Benefits: Enjoy 25 days leave, health insurance, and a generous pension scheme.
- Why this job: Make a real difference in local communities while developing your tech skills.
- Qualifications: Experience in software support and strong communication skills are essential.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Civica’s Income Management team (formerly CivicaPay) is looking for a Support Analyst to support our cloud‑based payment management platform used by local government, housing organisations and public‑sector partners across the UK. You will be the first point of contact for customers, owning support tickets end‑to‑end, investigating issues, replicating faults and working with technical, development and consultancy teams to drive speedy and effective resolutions.
Key Responsibilities
- Develop strong knowledge of Civica’s Income Management products and solutions
- Use your experience with operating systems and databases to investigate reported faults
- Manage and maintain accurate customer support records within our ticketing system
- Diagnose connectivity and configuration issues, replicating problems where needed
- Resolve issues in line with agreed SLAs
- Work closely with the Development team to manage product defects and change requests
- Keep customers fully informed of progress, managing expectations effectively
- Escalate major issues promptly and keep key internal stakeholders updated
- Build productive relationships with customers and internal teams
- Support customer site visits when required
- Assist with product testing during release cycles
Requirements
- Experience working in a 2nd‑line software support or IT Service Desk environment
- Background supporting financial systems or payment software (highly desirable)
- Strong understanding of P1‑P4 incident handling and ticket management
- Excellent written and verbal communication skills
- Ability to work independently, take initiative and manage competing priorities
- Confident managing difficult or high‑pressure customer situations
- Strong organisational and problem‑solving skills
- IT confident across MS Office and web‑based applications
Preferred Skills
- Experience supporting local government or public sector customers
- Exposure to cloud‑based software solutions or payment platforms
- Strong analytical skills and ability to troubleshoot complex issues
Benefits
- 25 days annual leave plus bank holidays and an option to buy up to 10 extra days
- 25 extra days off for volunteering
- 5% employer pension match
- Income protection up to 75% of salary
- Life assurance – 4x salary tax‑free lump sum
- Critical illness cover ÂŁ25,000 lump sum
- Private medical insurance and health cash plan
- Dental insurance, electric vehicle scheme and affinity groups
- Bounty bonus for referrals
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. We welcome applicants from all backgrounds, cultures and experiences.
Support Analyst - Income Management in Manchester employer: Civica
Contact Detail:
Civica Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst - Income Management in Manchester
✨Tip Number 1
Get to know the company inside out! Research Civica’s Income Management products and solutions so you can speak confidently about them during interviews. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be diagnosing issues and managing support tickets, try simulating some common scenarios you might face. This will help you feel more prepared and confident when tackling real-life challenges.
✨Tip Number 3
Brush up on your communication skills! You'll need to keep customers informed and manage expectations effectively. Practise explaining technical issues in simple terms, so everyone is on the same page.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team at Civica and ready to contribute to our mission.
We think you need these skills to ace Support Analyst - Income Management in Manchester
Some tips for your application 🫡
Know the Role: Before you start writing, make sure you really understand what a Support Analyst in Income Management does. Dive into the job description and highlight the key responsibilities and requirements. This will help us see how your skills match up!
Tailor Your Application: Don’t just send a generic application! Use specific examples from your experience that relate to the role. If you've worked with financial systems or have experience in a 2nd-line support environment, shout about it! We love seeing how you fit into our world.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your communication skills. Keep it clear, concise, and professional. Remember, we want to see how you can manage customer expectations and keep them informed!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know why you’d be a great fit!
How to prepare for a job interview at Civica
✨Know Your Stuff
Make sure you have a solid understanding of Civica’s Income Management products and solutions. Brush up on the key features and functionalities, as well as any recent updates or changes. This will show your enthusiasm and readiness to dive into the role.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've diagnosed and resolved issues in a previous support role. Highlight your experience with incident handling and ticket management, especially in high-pressure situations. This will demonstrate your ability to manage customer expectations effectively.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. Be ready to explain technical concepts in simple terms, as you’ll need to keep customers informed about their support tickets. Good communication can set you apart!
✨Build Rapport
Think about how you can build productive relationships with both customers and internal teams. During the interview, showcase your interpersonal skills and your ability to work collaboratively. This will be crucial when managing customer site visits and working with the Development team.
