Escalation & Service Improvement Lead

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on over 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration. As a company, we are passionate about what we do and the citizens we help to serve. Civica provides an environment where technology is used purposefully to improve outcomes for communities, while supporting individuals to grow, develop and deliver meaningful impact in their careers. Why you will love this opportunity as a Critical Care Escalation Manager at Civica This role is central to protecting and strengthening Civica’s customer relationships during moments that matter most. It provides direct ownership of high-priority customer situations, ensuring critical issues are managed with urgency, precision and accountability from initiation through to resolution. You will operate at the intersection of customer engagement and operational delivery, partnering with cross-functional teams across Support, Service Delivery, Engineering, Product and Sales to coordinate effective and timely outcomes. The role requires strong judgement, clear communication and the ability to navigate complex, high-pressure situations while maintaining a customer-first approach. The position offers the opportunity to influence how Civica manages escalations at scale, contributing to process improvements, risk mitigation strategies and continuous learning across the organisation. It provides visibility across senior stakeholders, including executive-level customer relationships, and plays a key role in ensuring consistent, high-quality experiences during critical customer events. What you will need to be successful in this role Proven experience managing and resolving high-priority customer escalations from initiation through to closure Strong ability to act as the primary point of contact for critical customers, ensuring clear and effective communication throughout the lifecycle Experience coordinating cross-functional teams across Support, Service Delivery, Engineering, Product and Sales to drive resolution outcomes Demonstrated capability in managing customer expectations and maintaining trust during high-pressure situations Experience conducting post-escalation reviews, including root cause analysis and identification of improvement opportunities Strong process improvement capability, with the ability to optimise escalation management workflows and prevent recurrence of issues Ability to implement proactive risk mitigation strategies to reduce escalation volumes and improve service stability Excellent written and verbal communication skills, including experience engaging with senior stakeholders and C-level customer contacts Strong stakeholder management and influencing skills, with the ability to drive outcomes without direct authority Demonstrated analytical capability to identify trends, risks and continuous improvement opportunities Proven ability to balance customer advocacy with business priorities and constraints High level of resilience and ability to deliver high-quality outcomes in a fast-paced, high-pressure environment Strong organisational and prioritisation skills, with the ability to manage multiple critical situations concurrently Why you'll love working with us We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect: We're all different - and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best. Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice. Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues. Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you. We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.