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 Critical Escalation Manager at Civica
As a Critical Escalation Manager, you’ll take charge of critical customer escalations and guide teams through complex and high-pressure situations. You’ll work closely with senior leadership and cross-functional teams to manage critical customer situations from start to finish, while also shaping best practices and tools to strengthen our escalation response capability across the business. You’ll act as the bridge between customers, senior leadership, and delivery teams — ensuring transparency and positive outcomes. This role is pivotal in restoring trust, driving resolution, and preventing future escalations.
Responsibilities will include:
Management & Resolution of Escalations
1. Lead resolution of critical customer situations from initiation to closure
2. Act as the primary contact for critical customers, ensuring clear communication
3. Coordinate cross-functional teams to deliver timely and effective solutions
4. Conduct post-escalation reviews to identify root causes and improvement areas
Process Improvement & Risk Mitigation
5. Develop and refine escalation management processes
6. Advocate for customer needs in product and engineering discussions
7. Implement proactive strategies to reduce future escalations
Customer & Stakeholder Communication
8. Provide regular, transparent updates to internal and external stakeholders
9. Partner with Customer Success and Support teams to enhance engagement
Leadership & Cross-Functional Collaboration
10. Influence teams across the business to align on resolution strategies