Engagement Business Partner - FTC - Maternity cover

Why you’ll love this role of Engagement Business Partner - FTC (Mat Cover)

This is a high-impact role where you’ll play a key part in delivering exceptional customer support and engagement across key product groups.

You’ll be at the heart of our Customer Success function - working closely with customers to ensure issues are resolved effectively, relationships are strengthened, and service standards are consistently met. From managing escalations to driving service improvements, you’ll help shape a seamless and high-quality customer experience.

If you’re passionate about customer engagement, problem-solving, and delivering real value, this role offers the opportunity to make a meaningful impact.

• 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

• 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

• Experience in a technical or application support environment
• Familiarity with ITIL principles and service management tools (e.g. Salesforce, Service Now, JIRA)
• Understanding of incident management and escalation processes
• Experience analysing support trends and contributing to service improvements

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.

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:

• 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.

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.