Electoral Consultant

About the role

Civica is seeking an Electoral Consultant to join its Democracy team. You will be the first point of contact for local authorities using Civica's electoral software, providing timely and reliable support during routine periods and busy election cycles.

Key responsibilities

• Respond to customer enquiries via phone and email, delivering friendly and efficient assistance.
• Log, track and resolve queries through the support system, ensuring accurate records.
• Investigate issues using internal resources and product knowledge to offer clear, practical solutions.
• Keep customers informed of progress and outcomes to ensure a positive support 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 expertise in electoral solutions.
• Provide additional support during peak election periods, including occasional evenings or weekends.

Required profile

• Experience in a customer service or support role, preferably handling queries by phone and email.
• Strong communication skills with the ability to explain information clearly and professionally.
• Problem‑solving mindset, capable of investigating issues and finding practical solutions.
• High attention to detail and organisational ability to manage multiple cases simultaneously.
• Good IT aptitude and ability to learn new systems quickly.

Required skills

• Microsoft Office