Critical Escalation Manager UK

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 

• Lead resolution of critical customer situations from initiation to closure 

• Act as the primary contact for critical customers, ensuring clear communication 

• Coordinate cross-functional teams to deliver timely and effective solutions 

• Conduct post-escalation reviews to identify root causes and improvement areas 

Process Improvement & Risk Mitigation 

• Develop and refine escalation management processes 

• Advocate for customer needs in product and engineering discussions 

• Implement proactive strategies to reduce future escalations 

Customer & Stakeholder Communication 

• Provide regular, transparent updates to internal and external stakeholders 

• Partner with Customer Success and Support teams to enhance engagement 

Leadership & Cross-Functional Collaboration 

• Influence teams across the business to align on resolution strategies 

What you will need to be successful in this role:

• Experience of managing complex escalations in a SaaS environment

• A track record of working across multiple functions in software or SaaS  

• Strong communication and negotiation skills, with experience engaging senior stakeholders  

• The ability to balance strategic thinking with hands-on problem-solving  

• Resilience and composure to lead through high-pressure situations  

• Excellent organisational skills and the ability to prioritise effectively  

• Strong analytical skills to identify root causes and drive improvements  

• A collaborative style with the ability to influence without direct authority  

• Customer-first mindset with the confidence to act as a trusted advocate  

• Ability to lead cross-functional collaboration and influence outcomes 

• Experience with tools such as Salesforce, SharePoint, Power BI

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 organisations, 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.