At a Glance
- Tasks: Shape customer voice in product decisions and improve support processes.
- Company: Join Civica, a leader in GovTech, making a difference globally.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a supportive work culture.
- Other info: Inclusive workplace valuing diverse perspectives and career growth.
- Why this job: Make a real impact from day one in a high-visibility role.
- Qualifications: Experience in Product Operations or Support with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
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 GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day.
This is a genuinely high-impact role where you'll shape how customer voice influences product decisions across a large and evolving product portfolio. You won't just be improving processes—you'll be building them, with the freedom to define what "good" looks like and make it stick. You’ll sit right at the intersection of Support and Product, giving you real visibility and influence across the organisation. Your work will directly improve how issues are prioritised, how teams collaborate, and ultimately how quickly customers see better outcomes. It's an ideal role for someone who enjoys bringing structure to complexity—reducing noise, improving clarity, and turning day-to-day activity into meaningful insight. You'll have the opportunity to create scalable processes, influence behaviours across teams, and drive measurable improvements in how we operate. We're at a stage where there's huge opportunity to make your mark. If you're someone who spots inefficiencies, challenges the status quo, and enjoys making things work better at scale, this role offers the chance to have a real, visible impact from day one.
Key Responsibilities
- Define and improve how support issues are escalated and managed into Product
- Establish clear processes for ticket intake, triage, and categorisation
- Ensure product issues are captured with the right context (impact, severity, frequency)
- Work closely with Support teams to embed consistent processes and best practices
- Identify recurring product issues and turn support activity into actionable insights
- Partner with Product teams to improve prioritisation and visibility of issues
- Close the loop with Support on outcomes, fixes, and product decisions
- Reduce ad-hoc escalations and improve overall operational clarity
- Continuously review and refine processes to support scale and efficiency
Requirements
- Experience in Product Operations, Support Operations, Service Delivery, or similar
- Strong process design and operational improvement experience
- Comfortable working across Support and Product teams
- Strong communication and stakeholder management skills
- Hands-on, proactive approach with a "roll sleeves up" mindset
- Ability to bring structure and clarity to complex or evolving environments
- Experience working in fast-paced or scaling organisations
Nice to have
- Exposure to tools such as Salesforce Service Cloud, Aha!, Pendo or similar
- Experience with knowledge management, documentation, or support tooling
- Interest or exposure to AI-driven support or product insights
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.
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 organizations, 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, we work better and have greater job satisfaction.
Benefits
- 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.
- 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 dependents).
- 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.
Product Operations Support Partner employer: Civica
Civica is an exceptional employer that values innovation and collaboration, offering a fully remote work environment that promotes flexibility and work-life balance. With a strong focus on employee development, Civica provides numerous growth opportunities and encourages team members to contribute to meaningful projects that enhance public service technology. Join us to be part of a supportive culture where your expertise in pension solutions can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Product Operations Support Partner
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Civica. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Civica's mission and values. Show us how your skills align with our goals, especially in improving public services. We love candidates who are passionate about making a difference!
✨Tip Number 3
Practice your problem-solving skills! Since the role involves shaping processes, be ready to discuss how you've tackled challenges in the past. We want to see your proactive approach in action.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Product Operations Support Partner
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Product Operations Support Partner role. Highlight your relevant experience in product operations and support, and show us how you can bring structure to complexity.
Showcase Your Impact:We want to see how you've made a difference in previous roles. Use specific examples to demonstrate how you've improved processes or resolved issues, especially in fast-paced environments. This will help us understand your potential impact at Civica.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate direct communication, so make sure your key points stand out and are easy to read.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Civica
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Product Operations Support Partner. Familiarise yourself with how customer feedback influences product decisions and think about how you can contribute to improving processes. This will help you articulate your thoughts clearly during the interview.
✨Showcase Your Process Improvement Skills
Be ready to discuss specific examples from your past experiences where you've successfully defined or improved processes. Highlight how you brought structure to complex situations and the measurable outcomes that resulted. This aligns perfectly with what the company is looking for in this role.
✨Communicate Effectively
Strong communication skills are key for this position. Practice articulating your ideas clearly and concisely. Be prepared to explain how you would manage stakeholder relationships and collaborate across teams. This will demonstrate your ability to work effectively in a fast-paced environment.
✨Prepare Questions That Matter
Think of insightful questions to ask at the end of your interview. Inquire about the current challenges the team faces or how they measure success in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
