Escalation Specialist - Customer (P693)

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 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. 

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help 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 growth in your career whilst making a real difference to people and communities.  

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.

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
• 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
• Proficiency in MS Office (Excel, PowerPoint, Teams)

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, new and old Focus on learning- 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.