Electoral Support Specialist — Democracy Tech

Civica; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Electric Vehicle (EV) Scheme

Affinity Groups

Bounty Bonus

Job summary

Civica's Democracy team is seeking an Electoral Consultant to support local authorities using our electoral software, Xpress. You’ll be the first point of contact for customers, helping them resolve queries and get the most from our products.

This role is ideal for someone who enjoys problem solving, strong communication, and working with product, technical and operational teams. You’ll handle queries by phone and email, keep customers updated, and provide extra support during busy election

Qualifications

• Experience in a customer service or support role, ideally handling queries by phone and email.
• Strong communication skills and the ability to explain information clearly and professionally.
• A problem-solving mindset, able to investigate issues and find practical solutions.
• High attention to detail and organisation, with the ability to manage multiple cases at once.
• Good IT skills, including experience with Microsoft Office and learning new systems quickly.

Responsibilities

• Be the first point of contact for customers via phone and email, providing friendly and efficient support.
• Log, track and resolve customer queries through our support system, ensuring everything is recorded accurately.
• Investigate issues using internal resources and product knowledge to provide clear, practical solutions.
• Keep customers updated on progress and outcomes, ensuring a positive support experience.
• Work closely with product, technical and operational teams to resolve more complex queries.
• Identify recurring issues or trends and share insights to help improve our products and support processes.
• Take part in team knowledge sharing and training to build expertise in our electoral solutions.
• Provide additional support during busy election periods, including occasional evenings or weekends.

Skills

Customer service

Communication skills

Problem solving

IT literacy

Multitasking

Tools

CRM system

Microsoft Office

Job description

Civica's Democracy team is seeking an Electoral Consultant to support local authorities using our electoral software, Xpress. You’ll be the first point of contact for customers, helping them resolve queries and get the most from our products.

This role is ideal for someone who enjoys problem solving, strong communication, and working with product, technical and operational teams. You’ll handle queries by phone and email, keep customers updated, and provide extra support during busy election