Engagement Consultant at civica-uk-ltd-1

Setup: Remote, Hybrid
Location: Sydney, New South Wales
Type: Full-time
Level: not_specified
Posted: Aug 20, 2026

Description

Civica is seeking a proactive and customer-centric Engagement Consultant to join their newly formed Global Customer Success team. The role involves managing customer requests, coordinating with internal teams, ensuring quality assurance of responses, communicating effectively with various stakeholders, identifying areas for improvement, and providing insights on engagement trends. This position plays a crucial role in shaping global customer engagement strategies and delivering excellent service experiences.

Required Skills

customer engagement
business partnering
account management
communication skills
organisational skills
problem-solving mindset
CRM systems
ticketing platforms
collaboration tools
Salesforce
Jira
ServiceNow
Microsoft Teams

Additional Information

Required Previous Experiences: Proven experience in customer engagement, business partnering, or account management—ideally within a software or technology environment
Preferred Qualifications: Strong written and verbal communication skills, with the ability to tailor messaging for different audiences
Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment
A problem-solving mindset and a strong passion for delivering exceptional customer experiences
Experience working cross-functionally across geographically distributed teams
Ability to link engagement activities to measurable business outcomes (e.g. CSAT, response times, service quality)
Experience supporting organisational or service transformation initiatives
Understanding of ITIL principles and service management frameworks
Knowledge of application support, incident management, and escalation processes
Experience engaging with multiple internal stakeholders across functions and markets