Electoral Consultant

Overview

As an Electoral Consultant on Civica’s Democracy team, you serve as the frontline support for local authorities using the Xpress electoral software. You’ll resolve queries, troubleshoot issues, and collaborate with product and technical teams to ensure reliable service during elections. You’ll help shape positive customer experiences and share insights to improve our electoral solutions. This role combines problem solving, cross-functional teamwork, and a focus on delivering critical democratic services.

Pay / Benefits

• 25 Days Annual Leave + bank holidays
• Pension Contributions – 5% employer match
• Income Protection – up to 75% salary
• Life Assurance – 4x salary
• Critical Illness Cover – 25,000 lump sum
• EV Scheme – electric/ hybrid vehicles

Responsibilities

• Be the first point of contact for customers via phone and email, delivering friendly and efficient support
• Log, track and resolve customer queries through our support system with accurate records
• Investigate issues using internal resources and product knowledge to provide clear solutions
• Keep customers updated on progress and outcomes to ensure a positive experience
• Collaborate with product, technical, and operational teams to resolve complex queries
• Identify recurring issues or trends and share insights to improve products and support processes
• Participate in team knowledge sharing and training to build electoral solutions expertise
• Provide additional support during busy election periods, including occasional evenings or weekends

Key requirements

• Experience in a customer service or support role
• Strong communication skills to explain information clearly and professionally
• A problem-solving mindset with ability to investigate issues and find practical solutions
• High attention to detail and organisation with multi-case management
• Good IT skills, including experience with Microsoft Office and ability to learn new systems quickly

• strong communication
• problem-solving mindset
• attention to detail
• organisation
• Microsoft Office
• ability to learn new systems

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