Global Escalation Manager

• Manage escalation requests from initial receipt through to closure. 
• Assess each escalation to confirm it is appropriate and justified, responding directly to clients when it is not. 
• Collaborate with the relevant stakeholders to resolve escalations and follow them through to closure. 
• When escalation progress is not on track, work with Managers and Team Leaders to provide updates and ensure commitments are met. 
• Work with the Escalation Team to proactively identify opportunities to reduce or prevent future escalations. 
• Support the definition and management of the Case Escalation process. 
• Report on escalation trends, volumes, and outcomes. 
• Develop a clear understanding of the root causes behind customer issues. 
• Coordinate with different departments to secure the right resources for each customer engagement. 
• Agree clear exit and success criteria with the customer before proposing an action plan. 
• Create action plans that prioritize tasks based on urgency and resource availability. 
• Drive the timely implementation of solutions by providing clear direction and motivation. 
• Work largely independently within defined policies and procedures. 
• Collaborate with Unit4 departments globally to resolve complex issues. 
• Set realistic customer expectations around timelines. 
• Guide the customer back to standard BAU procedures once the agreed exit or success criteria have been met. 

 

• Demonstrated ability to handle sensitive customer/partner interactions diplomatically.  
• Fluency in English, both written and verbal.  
• Experience in managing escalations.  
• Exceptional communication and interpersonal skills.  
• Ability to manage your own time to prioritize workload and meet deadlines.  
• Strong problem-solving abilities, with a focus on finding practical solutions.  
• Ability to work effectively under pressure and within tight deadlines.  
• Excellent organizational skills and attention to detail.  
• Global or international business experience is a plus.  

 What we offer 

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact  
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits  
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work 
• talented colleagues , role models and mentors - work, learn and be inspired by some of the best talent in the software industry 
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme  
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all. 

Our commitment to equity  

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:  

• Our focus to DEI remains central to who we are  
• Inclusive hiring at Unit4: Building equal opportunities for all  

Background check: 

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries – we'll handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!