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- Tasks: Provide top-notch support to local government customers and resolve technical issues.
- Company: Civica, a leading GovTech company dedicated to enhancing citizen services.
- Benefits: Generous leave, health insurance, pension contributions, and volunteer days.
- Why this job: Make a real difference in public services while developing your skills.
- Qualifications: Experience in customer service and knowledge of local government processes.
- Other info: Join a diverse team with a commitment to fairness and community.
The predicted salary is between 28800 - 43200 £ per year.
Civica is a company that makes software to help deliver critical services for citizens around the world. Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those that serve them.
Why you will love this opportunity as a Support Analyst at Civica
As a Support Analyst, you\’ll play a vital role in delivering high-quality product support to our Local Government customers across the UK. You\’ll act as a trusted advisor and technical expert, helping councils and public sector teams maximize the value of our solutions.
What you will do to be successful in this role
Responsibilities:
- Ensure all incidents, problems, service requests, and change requests are handled professionally, within SLA targets, and to the satisfaction of the customer
- Investigate reported faults using expertise in operating systems and databases
- Take full ownership of customer-reported issues, ensuring resolution and clear communication throughout
- Collaborate with Development and Product teams to resolve software faults and manage defects and change requests effectively
- Liaise with cross-functional teams to support issue resolution, enhance customer experience, and contribute to product improvement
- Build strong customer relationships and attend client sites when required to provide hands-on support
- Produce clear and concise documentation for issue resolution and user guidance, ensuring effective handover to colleagues and customers
Requirements
- Proven track record in delivering exceptional customer service with a focus on responsiveness and resolution
- Confident communicator with the ability to inform, influence, and persuade stakeholders at all levels
- Proactive and analytical approach to decision-making, with a genuine passion for solving complex problems
- Practical experience in Council Tax and/or Non-Domestic Rates/Benefits administration within a local government setting
- Solid understanding of Council Tax and Non-Domestic Rates legislation and its practical application
- Good level of understanding of: XML, HTML, and Web Services
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 Contribution – 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
- Affinity Groups – Join employee-led communities
- Bounty Bonus – Refer a friend & get rewarded
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.
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Support Analyst employer: Civica
Contact Detail:
Civica Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Get to know Civica and its mission! Research the company’s values and how they support local governments. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! As a Support Analyst, you'll need to tackle complex issues. Try role-playing scenarios with friends or family to sharpen your ability to communicate solutions clearly and confidently.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider knowledge about the company culture and even lead to referrals.
✨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 serious about joining Civica and contributing to their mission of supporting citizens.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Analyst role. Highlight your experience in customer service and any relevant technical skills, especially around Council Tax and Non-Domestic Rates. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting local government customers and how your skills align with our mission at Civica. Keep it concise but impactful – we love a good story!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled complex problems in the past. We’re looking for proactive thinkers who can take ownership of issues and drive solutions, so let us know how you’ve done this before!
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 shows you’re keen on joining our team at Civica!
How to prepare for a job interview at Civica
✨Know Your Stuff
Make sure you brush up on your knowledge of Council Tax and Non-Domestic Rates legislation. Being able to discuss these topics confidently will show that you're not just familiar with the role, but that you genuinely understand the complexities involved.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Think about times when you resolved issues quickly or went above and beyond for a client. This will demonstrate your ability to handle incidents professionally and keep customers satisfied.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. As a Support Analyst, you'll need to communicate effectively with both technical teams and non-technical stakeholders. Being able to inform and persuade will be key to your success in this role.
✨Be Proactive and Analytical
During the interview, highlight your proactive approach to problem-solving. Share specific instances where you identified potential issues before they became problems. This will show that you have the analytical mindset needed to thrive in a fast-paced support environment.
