Customer Support Analyst

Civica UK Ltd; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

25 Days Annual Leave + bank holidays

Volunteering days - up to 3

Pension Contributions - 5% employer

Income Protection - up to 75% salary

Life Assurance - 4x salary

Critical Illness Cover - £25,000

Private Medical Insurance

Health Cash Plan

Dental Insurance

EV Scheme

Affinity Groups

Bounty Bonus

Job summary

Civica Engagement Solutions is seeking a Customer Support Analyst to help customers maximise the value of our SaaS products. The role involves guiding implementations, configuration, and go-live, with close collaboration across product, sales and service teams.

You will log requests, provide practical solutions, deliver training, and capture feedback to drive product improvements while maintaining data confidentiality and quality standards.

Qualifications

• Experience in a customer-facing role supporting SaaS solutions.
• Experience in NHS or patient experience sector is a plus.
• Strong written and verbal communication skills.
• Excellent organisational skills and ability to manage priorities.
• Comfort using SaaS tools and Microsoft Word/Excel.
• Ability to understand and work with data and numbers.
• Collaborative, proactive approach and problem-solving mindset.

Responsibilities

• 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.

Skills

Customer-facing SaaS experience

NHS/patient experience knowledge

Engagement & communications

Healthcare/business intelligence/big数据

Data interpretation

Collaboration across teams

SaaS product proficiency (MS Word/EXL)

Analytical mindset

Tools

Microsoft Word

Microsoft Excel

Job description

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 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.

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 SaaS 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 SaaS 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 SaaS 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.