Customer Engagement Manager

Civica; Dudley; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

25 days annual leave

Pension contributions

Private medical insurance

Life assurance 4x salary

Job summary

Civica is seeking a customer-focused Account Manager to manage day-to-day engagement across key accounts and act as the primary contact for queries and escalations. You will drive proactive communications, maintain strong relationships, and help deliver a high-quality customer experience within our public sector and government-focused software solutions.

The role emphasizes problem-solving, collaboration with internal teams, and ongoing service improvements to meet and exceed client expectations.

Qualifications

• Experience in a customer-facing account management or service delivery role.
• Strong problem-solving skills and ability to manage complex issues.
• A customer-first mindset with a focus on quality, responsiveness and relationship management.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple priorities.
• Ability to work independently while collaborating effectively with wider teams.
• A proactive approach to identifying and driving customer experience improvements.
• Experience analysing trends and contributing to service improvements.

Responsibilities

• Manage day-to-day customer engagement and supporting activities.
• Act as a key point of contact for customer queries and escalations.
• Build and maintain strong customer relationships through proactive communication.
• Monitor and prioritise workloads to meet service expectations.
• Identify trends in customer issues and contribute to continuous improvement initiatives.
• Maintain accurate documentation and contribute to knowledge sharing.
• Collaborate with internal teams to ensure a joined-up, customer-focused service.
• Support Service and Account plan reviews to provide insights on initiatives which improve customer experience.

Skills

Customer engagement

Account management

Problem solving

Communication

Prioritisation

Education

Experience in customer-facing role

Tools

ITIL understanding

Salesforce

ServiceNow

JIRA

Job description

This is a high impact role where you'll play a key part in delivering exceptional customer experience and engagement across a portfolio of key customer accounts. You'll be at the heart of our Customer Success function working closely with customers to ensure issues are resolved effectively, relationships are strengthened, and service standards are consistently met. From managing escalations to driving service improvements, you'll help shape a seamless and high-quality customer experience. If you're passionate about customer engagement, problem-solving, and delivering real value, this role offers the opportunity to make a meaningful impact. What you will do to be to be successful in this role,

Responsibilities

• Manage day-to-day customer engagement and supporting activities
• Act as a key point of contact for customer queries and escalations
• Build and maintain strong customer relationships through proactive communication
• Monitor and prioritise workloads to meet service expectations
• Identify trends in customer issues and contribute to continuous improvement initiatives
• Maintain accurate documentation and contribute to knowledge sharing
• Collaborate with internal teams to ensure a joined-up, customer-focused service
• Support Service and Account plan reviews to provide insights on initiatives which improve customer experience

Requirements

• Experience in a customer-facing account management or service delivery role
• Strong problem-solving skills and ability to manage complex issues
• A customer-first mindset with a focus on quality, responsiveness and relationship management.
• Excellent communication skills, both written and verbal
• Strong organisational skills with the ability to manage multiple priorities
• Ability to work independently while collaborating effectively with wider teams
• A proactive approach to identifying and driving customer experience improvements
• Experience analysing trends and contributing to service improvements

Nice to have

• Experience in a customer success, service excellence environment
• Familiarity with ITIL principles and service management tools (e.g. Salesforce, ServiceNow, JIRA)
• Understanding of incident management and escalation processes

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. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

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 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, 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 dependents).
• 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 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.