Engagement Business Partner

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. 

We are looking for a proactive and customer-centric Engagement Business Partner to join our newly formed Global Customer Success team. This role will be aligned to our Civica Interaction Centre and  is pivotal in ensuring our customers receive timely, high-quality responses to a wide range of requests—from finance queries to new software installations and beyond. 

As the glue between our customers and internal business functions, you will act as the voice of the customer within Civica, championing their needs and ensuring their requests are managed with care, precision, and accountability. 

This is a unique opportunity to be part of a transformative initiative at Civica. As a key member of the Customer Success team, you’ll help shape how we engage with our customers, drive value, and deliver world-class experiences. 

We’re building a culture where support and success are recognised as central to our mission—and we want you to be part of it

What you will do to be successful in this role  

Key responsibilities 

• Engagement Strategy & Execution – Work with the Global Head of Success to develop & implement engagement approaches aligned with business goals & transformation 

• Customer-Centric thinking – Have a deep understanding of customer needs & expectations 

• Customer Request Management – own & manage incoming customer requests across multiple domains, including finance, services, product, engineering & delivery. 

• Cross functional co-ordination – Liaise with internal stakeholders (finance, services, product, engineering & delivery) and can navigate complex organisational structures to get things done. 
• Quality Assurance – ensure responses are collated and review responses to ensure they are complete, consistent, and of high quality before being shared with customers. 
• Communication Excellence - Clear, concise, and professional written and verbal communication, skilled in tailoring messages for different audiences (technical, non-technical, Exec), and can manage difficult conversations with diplomacy and tact. 
• Process Improvement - Identify recurring themes or bottlenecks in customer interactions and work with relevant teams to improve processes and service delivery 
• Reporting & Insights - Provide regular updates to the Global Head of Success on customer engagement trends, response quality, and areas for improvement. 

Requirements

• Proven experience in customer engagement, account management, or business partnering—ideally within a software or technology environment.  

• Strong communication and interpersonal skills, with the ability to build trust and rapport across teams and with customers.  

• Excellent organisational and time management skills, with the ability to juggle multiple priorities.  

• A problem-solving mindset and a passion for delivering exceptional customer experiences.  

• Able to link engagement initiatives to business outcomes (CSAT scores, AHT for example) 

• Familiarity with CRM systems, ticketing platforms, and collaboration tools (e.g., Salesforce, Jira, Teams). 

• Experience in cross-functional working across a geo-diverse business 

• Experience in change management, supporting the adoption of new practices in a fast-paced environment 

• Familiarity with ITIL principles and service management tools (e.g., Salesforce, ServiceNow, JIRA) 

• Strong understanding of application incident handling, and escalation processes 

• 3 – 5 years experience in engaging with multiple internal stakeholders across functions & markets 

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. 

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: 

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.