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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for SaaS solutions, with a strong focus on project management, training delivery, and collaboration across teams. Proficient in maintaining data confidentiality and adhering to ISO standards while driving improvements in services and processes.
Highest-signal resume keywords
Customer Support ExperienceSaaS Solutions ProficiencyProject Management SkillsExcellent Communication SkillsData Protection Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementData AnalysisCustomer TrainingCase Management SystemsSaaS Product SupportEngagement StrategiesBusiness IntelligenceHealthcare Sector KnowledgeBig Data UnderstandingMarket Research
Soft Skills
Organizational SkillsAttention to DetailProblem-Solving SkillsCollaborative ApproachProactive Mindset
Tools & Technologies
Microsoft WordMicrosoft ExcelCivica Engagement Solutions
Industry Keywords
NHS ExperiencePatient Experience SectorISO 9001ISO 27001Communications
About the role
Key responsibilities & impact- Support customers by telephone, email and online, providing clear and practical solutions
- Log and manage customer requests using the internal case management system
- Keep customers and colleagues updated
- Act as the named contact for selected customers
- Participate in review meetings and regular catch-ups
- Lead implementation, configuration and project management of new client systems from requirements through go-live
- Deliver customer training, including face-to-face sessions where appropriate
- Help develop e-learning, videos and webinars
- Share customer ideas and requests with product management
- Build knowledge of Civica Engagement Solutions products, services and sector developments
- Maintain data confidentiality and follow data protection, ISO 9001 and ISO 27001 processes
- Collaborate across teams and support colleagues
- Contribute to demos, pitches, conferences and events
- Identify and implement improvements to services, processes and solutions
Requirements
What you’ll need- 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 engagement, communications, healthcare, business intelligence, big data, IT or market research
- Excellent written and verbal communication skills
- Strong organisational skills and attention to detail
- Ability to manage several priorities effectively
- Confidence using SaaS products and software tools, including Microsoft Word and Excel
- Ability to understand and work with data and numbers
- Collaborative, proactive approach
- Strong problem-solving skills
- Interest in improving and innovating solutions
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
- 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 dependants
- 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
- Affinity Groups – Employee-led communities
- Bounty Bonus – Employee referral reward
- Inclusive and diverse workplace
- Equal opportunity employer
- Recruitment adjustments or accommodations available