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Engagement Business Partner – FTC – Maternity Cover
Civica USEngagement Business Partner at Civica playing a key role in customer support and engagement for government software solutions. Managing escalations and improving customer experience and satisfaction.
About the role
Key responsibilities & impact- Play a key part in delivering exceptional customer support and engagement across key product groups.
- Work closely with customers to ensure issues are resolved effectively, relationships are strengthened, and service standards are consistently met.
- Manage escalations to drive service improvements and shape a seamless and high-quality customer experience.
Requirements
What you’ll need- Manage day-to-day customer engagement and support activities
- Ensure timely resolution of customer cases in line with SLAs and quality standards
- Act as a key point of contact for customer queries and escalations
- Build and maintain strong customer relationships through proactive communication
- Monitor and prioritise workloads to meet service expectations
- Identify trends in customer issues and contribute to continuous improvement initiatives
- Maintain accurate documentation and contribute to knowledge sharing
- Collaborate with internal teams to ensure a joined-up, customer-focused service
- Support service reviews and provide insights to improve customer experience
- **What you’ll bring**
- Experience in a customer-facing support or service delivery role
- Strong problem-solving skills and ability to manage complex issues
- A customer-first mindset with a focus on quality and responsiveness
- Excellent communication skills, both written and verbal
- Strong organisational skills with the ability to manage multiple priorities
- Ability to work independently while collaborating effectively with wider teams
- A proactive approach to identifying and driving service improvements
Benefits
Comp & perks- 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.
- 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).
- Private Medical Insurance – Fast access to private healthcare.
- Health Cash Plan – Claim back physio, therapies & more.
- Dental Insurance – Cover for routine & emergency care.
- Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
- Affinity Groups – Join employee-led communities.
- Bounty Bonus – Refer a friend & get rewarded.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
customer engagementproblem-solvingcommunicationorganisational skillsproactive approachrelationship buildingservice improvementtime managementcollaborationquality focus