Civica on cord

Civica

Customer Support Analyst

External position
London, UK
Hiring internally for Civica?
Consultancy · Software
Our smart software is helping deliver the public services of the future.
Active
over 6 months ago
Posted
2 days ago
Checked
cord regularly checks that external positions are still open
3 hours ago

Skills & Experience

Job roles: Customer Support
Experience level: Mid
Core skills considered: Customer support, Customer service, Customer feedback management
Other skills considered: CRM, Communication software

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: FTC
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

This is a varied customer-focused role within Civica Engagement Solutions, where you'll help customers get the best from our SaaS products and enjoy a brilliant experience at every stage. You'll answer questions, solve problems, support training and act as a trusted contact for a selection of customers.

You'll also play an important role in bringing new customers on board, leading the implementation and configuration of Engagement Solutions from initial requirements through to go-live. Working closely with colleagues across product, sales and the wider business, you'll share customer feedback, improve how we work and support the continued growth of our solutions.


Requirements

  • Support customers by telephone, email and online, understanding their needs and providing clear, practical solutions.
  • Accurately log and manage customer requests using the internal case management system, keeping customers and colleagues updated.
  • Act as the named contact for a selection of customers, taking part in review meetings and regular catch-ups.
  • Lead the implementation, configuration and project management of new client systems from initial requirements through to successful go-live.
  • Deliver customer training, including face-to-face sessions where appropriate, and help develop e-learning, videos and webinars.
  • Share customer ideas and requests with the product management team to support product development and service improvement.
  • Build a strong understanding of Civica Engagement Solutions products and services, keeping up to date with relevant sector developments.
  • Maintain data confidentiality and follow relevant data protection, ISO 9001 and ISO 27001 processes and guidance.
  • Work collaboratively across teams, share knowledge and support colleagues to deliver a consistently high-quality customer experience.
  • Contribute to demos, pitches, conferences and events where appropriate, supporting the growth of relevant product areas.
  • Identify opportunities to improve our services, processes and solutions, and help put positive changes into practice.

Experience & Skills

  • Experience in a customer-facing role supporting SaaS solutions, and/or experience within the NHS or patient experience sector.
  • Experience in one or more of the following areas: engagement, communications, healthcare, business intelligence, big data, IT or market research.
  • Excellent written and verbal communication skills, with a genuine desire to help and support customers.
  • Strong organisational skills, attention to detail and the ability to manage several priorities effectively.
  • Confidence using SaaS products and other software tools, including Microsoft Word and Excel.
  • The ability to understand and work with data and numbers.
  • A collaborative, proactive approach, with strong problem-solving skills and an interest in improving and innovating solutions.

Company Benefits

  • 25 days annual Leave
  • Bank Holidays
  • Purchase/Sell Holidays (Up to 10 days)
  • Private Medical
  • Life Assurance
  • Cycle2Work
  • Eye care vouchers
  • 5% matched pension and more
Customer Support Analyst at Civica
Position posted 2 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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