Escalation Specialist

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 

• Develop and manage de-escalation action plans with cross-functional teams 

• Maintain RAID logs and produce status reports 

• Coordinate resolution efforts across Support, Engineering, Product, Sales, and Service Delivery 

• Lead post-escalation reviews to identify root causes and improvement opportunities 

Customer & Stakeholder Communication 

• Deliver timely, transparent updates to internal and external stakeholders 

• Ensure consistent messaging and alignment throughout the escalation lifecycle 

Leadership & Collaboration 

• Advocate for the customer while balancing business priorities 

• Influence and align cross-functional teams to drive outcomes 

What you will need to be successful in this role 

• Proven project management experience in an customer escalation environment

• Strong problem-solving and critical-thinking skills 

• Excellent communication and negotiation abilities 

• Ability to work cross-functionally and influence without authority 

• Analytical mindset with a focus on continuous improvement 

• Resilience and ability to thrive in fast-paced environments 

• Experience in a SaaS environment 
• Familiarity with 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.