Support Operations Administrator

Description 

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. 

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. 

Why you will love this opportunity as a Support Operations Administrator at Civica 

As a Support Operations Administrator, you’ll play a vital role in keeping our customer support function running smoothly. From coordinating upgrades to producing critical reports, you’ll ensure our teams and customers are supported with accurate information, clear communication, and well-organised processes. This is a fantastic opportunity to make a tangible impact on the delivery of services that help communities thrive. 

What you will do to be successful in this role  

Responsibilities: 

• Provide administrative and operational support to the Support Operations Manager, Support Director, and Customer Support Managers.
• Coordinate and schedule customer upgrades in collaboration with technical and product teams.
• Consolidate and cleanse customer data to ensure accuracy across reporting and systems.
• Produce monthly reports on service performance, ticket volumes, and cloud dashboards.
• Process customer hardware orders and track proof of delivery.
• Attend planning meetings with senior leaders and technical teams, ensuring actions are followed up.
• Collate overtime sheets, manage team coordination tasks, and support project delivery.
• Maintain calendars, meeting schedules, and provide accurate notetaking and communication.

• Proven experience in administration, operations, or coordination roles.
• Strong organisational skills with excellent attention to detail.
• Confident communicator, able to work effectively across multiple teams and business units.
• Comfortable handling large datasets and preparing reports for senior stakeholders.
• Proactive, adaptable, and able to simplify complex processes.
• Excel skills (including VLOOKUPs, data cleansing, duplicate management, and validation).
• Experience working with Salesforce would be a bonus but not needed

We Want You to Bring Your Whole Self to Work 
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. 

Why You'll Love Working with Us  
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: 

Time Off & Work-Life Balance 

✔ 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. 
 

Financial Well-being & Security 

✔ 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). 

Health & Perks 

✔ Private Medical Insurance – Fast access to private healthcare. 
✔ Health Cash Plan – Claim back physio, therapies & more. 
✔ Dental Insurance – Cover for routine & emergency care. 
✔ 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.