Critical Escalation Manager UK

Civica; London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

25 Days Annual Leave

Private medical insurance

Pension contributions (5% employer match)

Job summary

A technology solutions provider in London is seeking a Critical Escalation Manager to oversee high-pressure customer escalations and collaborate with senior leadership. The ideal candidate will have a strong background in SaaS, excellent communication skills, and a customer-first mindset. This full-time role offers 25 days of annual leave, private medical insurance, and a supportive work environment.

Qualifications

• Experience of managing complex escalations in a SaaS environment.
• Ability to balance strategic thinking with hands-on problem-solving.
• Resilience and composure to lead through high-pressure situations.

Responsibilities

• Lead resolution of critical customer situations from initiation to closure.
• Develop and refine escalation management processes.
• Influence teams across the business to align on resolution strategies.

Skills

Strong communication and negotiation skills

Analytical skills

Experience in SaaS environment

Organizational skills

Customer-first mindset

Tools

Salesforce

Power BI

SharePoint

Job description

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 & 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
  • 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

Requirements

• 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

Benefits

• Time Off & Work-Life Balance: 25 Days Annual Leave + bank holidays, option to buy up to 10 extra days; volunteering days
• Financial well-being & security: Pension contributions (5% employer match), income protection, life assurance, critical illness cover
• Health & perks: Private medical insurance, health cash plan, dental insurance, affinity groups, refer-a-friend rewards

We are committed to building an inclusive and diverse workplace and welcome applicants from all backgrounds, cultures, and experiences. We are an equal opportunity employer and do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. If you need adjustments or accommodations in our recruitment process, please let us know.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development