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- Tasks: Manage critical customer escalations and guide teams through high-pressure situations.
- Company: Civica creates software for essential public services, impacting over 100 million citizens globally.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a supportive work-life balance.
- Why this job: Join a passionate team dedicated to improving public services and making a real difference.
- Qualifications: Experience in managing complex escalations in a SaaS environment is essential.
- Other info: We value diverse perspectives and encourage applicants from all backgrounds.
The predicted salary is between 43200 - 72000 £ per year.
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:
Benefits
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.
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Critical Escalation Manager UK employer: Civica
Contact Detail:
Civica Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Critical Escalation Manager UK
✨Tip Number 1
Familiarise yourself with Civica's software and the specific challenges faced by public sector organisations. Understanding their needs will help you demonstrate your ability to manage escalations effectively.
✨Tip Number 2
Network with current or former employees of Civica on platforms like LinkedIn. They can provide insights into the company culture and the expectations for the Critical Escalation Manager role, which can be invaluable during interviews.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully managed complex escalations in a SaaS environment. Be ready to discuss how you influenced cross-functional teams and resolved high-pressure situations.
✨Tip Number 4
Stay updated on industry trends and best practices in escalation management. Being knowledgeable about the latest tools and strategies will show your commitment to continuous improvement and your readiness to advocate for customer needs.
We think you need these skills to ace Critical Escalation Manager UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing complex escalations, particularly in a SaaS environment. Use specific examples that demonstrate your problem-solving skills and ability to work across multiple functions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for public services and technology. Highlight your communication and negotiation skills, and explain how you can act as a trusted advocate for customers while influencing cross-functional teams.
Showcase Relevant Skills: Emphasise your analytical skills and experience with tools like Salesforce and Power BI. Mention any previous roles where you successfully led resolution strategies or improved processes, as these are key aspects of the Critical Escalation Manager role.
Prepare for Potential Questions: Anticipate questions related to high-pressure situations and how you've handled escalations in the past. Be ready to discuss specific scenarios where you restored trust and drove resolution, as this will demonstrate your suitability for the role.
How to prepare for a job interview at Civica
✨Understand the Role
Make sure you have a clear understanding of what a Critical Escalation Manager does. Familiarise yourself with the responsibilities outlined in the job description, especially around managing escalations and cross-functional collaboration.
✨Prepare for Scenario Questions
Expect to be asked about past experiences dealing with complex escalations. Prepare specific examples that showcase your problem-solving skills, resilience, and ability to communicate effectively under pressure.
✨Showcase Your Communication Skills
As this role involves liaising with senior stakeholders and customers, demonstrate your strong communication abilities. Practice articulating your thoughts clearly and confidently, and be ready to discuss how you would keep all parties informed during an escalation.
✨Highlight Your Analytical Skills
Be prepared to discuss how you identify root causes of issues and implement improvements. Share examples of how you've used data or analytical tools in previous roles to drive better outcomes and prevent future escalations.
