Electoral Consultant - Xpress

About Us 

We’re Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 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 point in our journey to realise that aspiration. 

Xpress is Electoral Management Software that supports electoral services teams to deliver successful elections across the UK. We have a fantastic opportunity for someone who is customer focussed to come and join our team to provide telephone and email support to all customers ensuring all queries are dealt with in a competent and efficient manner within the given timescales.

• Act as a first point of contact to customers.
• Ensure the support desk is an excellent deliverer of customer service.
• Log and answer incidents and queries received by telephone and email.
• Facilitate updating customer details on the Support System.
• Ensure all queries are responded to within the agreed SLA (Service Level Agreement)
• Identify and escalate high priority incidents to the Support Manager.
• Maintain good communication lines with customers to keep them updated with the status of their support case.
• Identify key themes or topics reported to the support desk and feedback to the Support Manager. 

Requirements

• Experience of using Civica Xpress highly desirable

• Experience in Electoral Administration 
• Customer service experience
• Excellent written and verbal communication skills with a strong commitment to customer service excellence
• Excellent telephone manner
• A passion for problem solving

Benefits

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: 

• Diversity & Inclusion: We’re all different—and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old. 

• Focus on Learning: There are heaps of opportunities to help you grow and be your best. We encourage you to drive your personal development and career.  

• Giving Culture: We encourage you to "give back" with benefits such as our Days of Difference leave, where you can volunteer for a charity of your choice. 

• Flexible Work: We have the technology and tools to support you working in our hybrid environment.