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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.
Overview We\\u2019re 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\\u2019re at a pivotal point in our journey to realise that aspiration. Why you will love this opportunity Role : Critical Escalation Manager. You\\u2019ll take charge of critical customer escalations, guide teams through complex and high-pressure situations, and collaborate with senior leadership and cross-functional teams. You\\u2019ll manage critical customer situations from start to finish, shape best practices and tools to strengthen escalation response, and act as the bridge between customers, senior leadership, and delivery teams to ensure transparency and positive outcomes. This role aims to restore trust, drive resolution, and prevent future escalations. Responsibilities Management volunteering days Financial well-being
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.
