Enterprise Systems - Customer Care Consultant

CACI Ltd; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative consultancy firm is seeking a Customer Care Consultant to join their dynamic team in London. This role is pivotal in providing top-notch 1st and 2nd line support for a sophisticated digital solution used across various sectors. You will take ownership of customer service delivery, ensuring issues are resolved efficiently while adhering to service level agreements. The ideal candidate will possess strong ITIL knowledge, excellent communication skills, and a proactive approach to problem-solving. Join a diverse team dedicated to leveraging technology and data to drive impactful solutions for clients.

Qualifications

• 3-4 years of Service Desk experience in a software environment.
• Strong understanding of ITIL processes and ability to learn new software rapidly.

Responsibilities

• Provide 1st and 2nd line support for Cygnum customers.
• Conduct regular customer review meetings to resolve issues and improve engagement.

Skills

Service Desk experience

ITIL processes

Communication skills

Problem-solving skills

Attention to detail

Ability to learn new software

Teamwork

Education

Bachelor's degree in Computer Science

Certification in ITIL

Tools

Jira

Microsoft Office

Microsoft Teams

Microsoft Visio

Microsoft Excel

Job description

Enterprise Systems - Customer Care Consultant

23 April 2025

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1100 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software.

CACI's Information & Management Solutions division provides a range of software, Consultancy and managed services to clients. With experience and understanding of systems integration, analytics and secure cloud and managed services, we help clients improve operational processes, gain greater insight into their business and reduce costs.

From data integration, web reporting and activity-based costing to mobile working, telecom operational support systems and online transactional solutions, we help our clients to understand their business, manage performance and deliver value for money services to their customers.

General Description

Your primary role as a Customer Care Consultant will be to work as part of the Business As Usual (BAU) Team to provide 1 st and 2 nd line support for Cygnum customers within CACI’s Enterprise System’s Business Unit.

CACI’s Enterprise Systems Business Unit supplies Cygnum, a sophisticated digital solution for resource scheduling, case work, financial and competency management into the Social Care, Inspection & Regulatory, Transport and Construction markets.

You will take ownership and responsibility for the delivery of services to our customer base within the agreed customer SLA’s. This will involve gaining a thorough understanding of the Cygnum product, the technical solutions our customers are using to support their business processes and a good knowledge of the markets they operate within. In addition, some of your time will be available to work on wider project work within the Business Unit.

Key Responsibilities

1. Provide 1 st and 2 nd line support to manage the resolution of issues raised by our customers in accordance with call prioritisation and customer Service Level Agreements (SLA’s).
2. Thoroughly and effectively triage support issues raised by our customers, including planning, allocating and coordinating the correct internal resources to resolve the issue while adhering to the agreed escalation process.
3. Provide implementation, configuration and rigorous testing support for both customer and internal Cygnum software issues through the use of agreed tools, systems and processes.
4. Plan and attend regular customer review meetings via Microsoft Teams to review open customer tickets, assist with resolution of issues and continuously improve our communications and engagement with customers.
5. Regularly analyze customer issues to identify and highlight common trends and underlying problems, providing feedback to the Production and Management Team as Root Cause Analysis intelligence.
6. Support our Business Development Team and Account Managers in identifying changes requested by customers, highlighting possible sales opportunities.
7. Provide training, guidance, coaching and mentoring for Enterprise Systems colleagues.

Other

1. Contribute to the improvement of existing systems and processes used by CACI, in conjunction with the team, Department Head and Director.

Key Attributes & Skills

1. Three to four years of Service Desk experience in a software environment.
2. A strong understanding of ITIL processes (Incident, Problem, Change Management).
3. Ability to learn new software applications rapidly.
4. Experience of using Jira/QMtry or other equivalent test management software.
5. Strong communication skills both written and oral with the ability to communicate effectively with both external and internal stakeholders.
6. Ability to work effectively both independently and as part of a team.
7. Excellent problem-solving and decision-making skills.
8. Excellent attention to detail.
9. General understanding of enterprise software and infrastructure technologies.
10. Proficiency in Microsoft Windows, Microsoft Office (including Outlook), Microsoft Teams, Microsoft Visio and Microsoft Excel.
11. Certification in ITIL.
12. Bachelor's degree in computer science, business, or a related field.
13. Experience of using Cygnum.
14. Experience of training and mentoring colleagues.

Core Behaviours

As a business unit we have adopted core personal behaviours:

1. Reliable
2. Flexible
3. Adaptable
4. Pro-active
5. Team Player

We expect everyone to consistently demonstrate these characteristics. Ongoing assessment against these behaviours will form a part of performance reviews.

Due to the industries we work in, we require all our team to be able to obtain security clearance. To qualify for this, you must be a British passport holder and have lived permanently in the UK for the last 5 years.

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Successful candidates must have the right to work in the UK.