Practical Support Consultant and Team Lead

Job Description:
For Internal Employees only
Position Name: Practical Support Consultant and Team
Lead ,
Permanent Role
Location: Toowoomba
Skills:

• Local Government industry experience
• Experience in customer relationship building or sales
• Training or delivery or software solutions to Government customers

Description:
We're Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] 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.
As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Key Responsibilities:
This role involves providing support to Practical LG Customers as well a Team Leadership responsibility for the Practical Plus ANZ team and guidance to the Practical Plus India team.

• In addition to providing support (80%) to Practical LG Customers, the Team Leadership (20%) responsibilities includes:

• Meeting billable days budget

• Maintaining or improving customer NPS and employee NPS

• With the Project Manager(s), ensuring Practical releases and projects are delivered on time, on budget and to a quality standard

• Be an escalation point for customers and/or the LG team in Practical matters

• Overall leadership of the team ensuring direct reports receive coaching, mentoring and guidance including the setting of key objectives and performance indicators

• Manage the provision of a range of technical and general support services and activities, ensuring customer requirements are met in a timely manner via the ticketing system, and to assist in the service delivery and support of Practical products.

• Lead the consistent use of agreed tools and processes to address and resolve user identified issues in line with service level agreements

• Manage escalations, ensuring investigation and resolution of incidents in a timely manner and enhancing support team performance

• Provide a high level of customer focus with attention to customer priority issues and appropriate levels of communication

Duties and responsibilities of your role may change from time to time to meet the needs and requirements of the business.
Desired Skills:
· Experience managing existing customer relationships, ideally within the Practical team
· Experience working with local and remote teams
· Able to work well to meet, and even exceed, KPIs
· Able to drive results and generate effective plans to meet the needs of your customers through a consultative style
· Able to take responsibility for customer needs and satisfaction
· High attention to detail with strong problem solving skills
· Strong business and commercial acumen to meet the financial needs of the business
· Strong gravitas with liaising with internal and external stakeholders
Life at Civica: Life at Civica is fun and flexible. We have the following benefits that make us - one of the top employers of choice and a great place to work.
Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.
Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.
Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way!
Benefits
· Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.
· Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.
· Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.
· Tenure Milestone Recognition: We value and recognise the years of service of our people.
· Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions, and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.
Civica Accolades:
· 'Investors in People' - Gold: We prioritise the development of our colleagues to match their ambition.
· Great Place to Work: We are dedicated to creating an outstanding employee experience.
· Financial Times - Diversity Leader 2023: We're committed to maintaining an inclusive and supportive culture.
· Australian Business Awards - Employer of choice.
· Top rated employer - Glassdoor: Our average length of service is 9 years.
· Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.