We’re Civica, and we create software that helps deliver critical services for citizens all around the world.
From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point in our journey to realise that aspiration.
Why you will love this opportunity as Escalation Specialist at Civica
As an Escalation Specialist you will support our Critical Customer Care Director & manager in managing high-impact customer escalations. This role is ideal for someone with strong project coordination skills who thrives in cross-functional environments and enjoys driving resolution and improvement.
You’ll act as a central point of coordination across teams, ensuring clear communication, structured planning, and continuous improvement. This is a strategic role that blends project management, stakeholder engagement, and customer advocacy—perfect for someone with a PMO mindset.
Responsibilities will include:
Escalation Management & Resolution
1. Develop and manage de-escalation action plans with cross-functional teams
2. Maintain RAID logs and produce status reports
3. Coordinate resolution efforts across Support, Engineering, Product, Sales, and Service Delivery
4. Lead post-escalation reviews to identify root causes and improvement opportunities
Customer & Stakeholder Communication
5. Deliver timely, transparent updates to internal and external stakeholders
6. Ensure consistent messaging and alignment throughout the escalation lifecycle
Leadership & Collaboration
7. Advocate for the customer while balancing business priorities
8. Influence and align cross-functional teams to drive outcomes