Customer Support Analyst

We’re Civica, and we make software that helps deliver critical services for citizens all around the world. From local and state government to education, health and care — over 5,000 public bodies across the globe use our technology to provide essential services to more than 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we’re at a pivotal moment on our journey to realise that ambition.

Why You’ll Love This Opportunity as a Customer Experience Advisor at Civica

As a Customer Experience Advisor within our Engagement Solutions team, you’ll play a key role in ensuring every customer has a brilliant experience at every touchpoint. You’ll be part of the team connecting our customers to Civica, helping them get the most from our solutions and contributing to the continued growth of Civica Engagement Solutions.

This is a great opportunity to combine your customer service skills, technical curiosity, and passion for helping people into a role that truly makes an impact in the Health and Care sector.

What You’ll Do to Be Successful in This Role

If you love solving problems, building relationships, and helping customers succeed, this role offers the chance to make a real difference every day.

Key responsibilities:

• Deliver responsive, high-quality customer support via phone, email, and online, ensuring all requests are logged and resolved efficiently.
• Build trusted relationships with customers, leading regular review sessions and proactively identifying ways to improve their experience.
• Share customer insights and feature requests with product teams to support continuous improvement and innovation.
• Deliver and develop engaging training sessions, both face-to-face and online, to help customers get the most from our software.
• Collaborate across teams to communicate updates, share knowledge, and contribute to events, demos, and conferences. Ensure compliance with ISO and data protection standards, and actively contribute ideas to improve processes and customer outcomes.

Requirements

• Experience in a customer-facing SaaS environment and/or working within the NHS or patient experience sector.
• Strong communication skills, both written and verbal, with the ability to explain technical solutions clearly.
• Excellent organisational skills and the ability to manage multiple customer requests effectively.
• Confident using SaaS platforms or similar, MS Word, Excel, and comfortable working with data and reports.
• A collaborative team player who brings energy, creativity, and a customer-first mindset.
• Curious and solution-focused, always looking for better ways to improve processes and deliver great results.

Benefits

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. 
✔ 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.