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Customer Complaints & Resolution ManagerLocation: Hybrid - 2 days Wilmslow HQ, 3 days from home Salary: Competitive basic - OTE 39k per year
Citation provides expert HR, employment law, and health and safety support to businesses across the UK.
We help organisations stay compliant, protect their people, and create safer, more productive workplaces.
Our tailored solutions combine hands-on consultancy with powerful technology, giving employers the confidence and tools they need to manage risk, drive performance, and focus on what matters most - running their business.
If you're a professional with personality who wants to work in a forward-thinking business, surrounded by brilliant people who genuinely care about you and are a pleasure to work with, then we're definitely the company for you to grow with.
If our culture sounds like the right fit and you'd like to be part of our success story, we'd love to hear from you - send us your details today.
What will I be responsible for?, Lead the resolution process for customer complaints, managing each case with care and professionalism—including escalating to managers or other teams when needed., Confidently handle a wide variety of complex issues, navigating sensitive situations with empathy and clarity to reach positive resolutions., Dig deep into the root causes of complaints, identifying patterns and working with teams to implement meaningful improvements., Stay informed with a strong understanding of compliance functions and how they impact our clients., Use multiple internal systems and resources to gather the information you need to resolve issues efficiently and accurately., Analyse complaint and survey data to uncover opportunities for continuous improvement, collaborating with the wider business to bring those ideas to life., Share insights and feedback with the Compliance leadership team to help reduce future complaints and enhance the overall client experience., Prepare and share reports on complaints and compensation, ensuring stakeholders are kept informed and aligned., Champion continuous improvement, always looking for ways to enhance the client journey and deliver better outcomes., Deliver outstanding service to a diverse client base, and support your colleagues in doing the same
Who are we looking for?
You'll bring a proven track record in complaints handling, customer success, or resolution management, with an exceptional ability to truly listen and empathise with client concerns.
Your communication skills - both written and verbal - enable you to engage, influence, and present confidently at every level of the organisation.
You'll be a strong negotiator and presenter, able to juggle multiple priorities with ease while maintaining a meticulous eye for detail and a commitment to outstanding quality.
Resilient and solutions-driven, you thrive when faced with challenges and use your analytical mindset to uncover root causes and deliver meaningful improvements.
You understand the power of efficient processes and positive behaviours in driving customer success and naturally build trusted relationships, working collaboratively with colleagues and stakeholders to achieve the best outcomes.
Here's a taste of the perks we roll out for our extraordinary team members:25 Days of Holiday + 8 Bank Holidays: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home.
Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU. Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
Growing Families: We're all about supporting our Citation family, and that includes expectant parents.
Vouchers and special perks await to celebrate the newest addition to your family.
Healthcare cash plan: Your well-being is our priority.
That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best. ....Read more...
Type: Permanent Location: Manchester, England
Start: ASAP
Salary / Rate: Up to £39000.00 per annum + OTE
Posted: 2025-10-13 16:23:57
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At KC Coaching, we believe football is more than just a game.
It’s a tool for confidence, discipline and long-term personal growth.
Whether we’re working with toddlers or academy hopefuls, our goal is to deliver fun, high-quality sessions that make a lasting impact. We’re looking for passionate part-time football coaches to join our growing team across Gloucestershire.
Whether you’re already a qualified coach or an experienced player looking to break into coaching, this is a fantastic opportunity to grow your career and help shape the future of young athletes. What You’ll Be Doing:Delivering fun, engaging and structured football sessions for players of varying ages and abilitiesCreating a safe, supportive and inclusive environment for every childEncouraging skill development, confidence and a love for the gameTailoring sessions to suit different age groups, from toddler sessions (age 2 and up) to more advanced one-to-one coachingCollaborating with the KC Coaching team to uphold coaching standards across all sessionsWhat You’ll Need: A strong passion for football and developing young players Experience in coaching or playing football at a competitive level Excellent communication, organisation and teamwork skills A valid UK driving licence and access to your own vehicle Flexible availability including weekdays, evenings and weekends An Enhanced DBS check or willingness to obtain one Qualifications: FA Level 1 (Introduction to Coaching Football) or higher is preferred Holding a UEFA C, B or A Licence is a significant advantage What We Offer: Pay starting from £12.21 per hour Flexible working hours to fit around other commitments The opportunity to develop into a full-time role as the business continues to grow A dynamic and supportive coaching environment Links to academy clubs including Cheltenham Town, Forest Green Rovers, Oxford United, Bristol Rovers and more Work across after-school clubs, weekend sessions, one-to-one coaching, academy training sessions and holiday camps throughout Gloucester, Cheltenham, Stroud and Tewkesbury Shape the Future On and Off the Pitch At KC Coaching, we support children at every stage of their football journey, from grassroots to academy trial pathways.
Join us and be part of a values-driven organisation that puts development, fun and wellbeing first. Apply now and take your next step in football coaching. ....Read more...
Type: Permanent Location: Gloucester,England
Start: 13/10/2025
Salary / Rate: £23000 per annum, Benefits: up to £23,000
Posted: 2025-10-13 09:58:04
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Client Support Executive - OnboardingLocation: Hybrid - 2 days in our Wilmslow office, 3 from homeWorking Hours: Full-time
Citation is one of the UK's leading providers of Health & Safety, HR, Employment Law and ISO services to businesses.
But we're far from average — our people bring their personalities to work, not just their policies!
It's a great place to work because of the people we employ.
Fun, professional, and supportive, we're looking for likeminded individuals who bring passion and positivity to what they do.
If our culture sounds like the right fit for you and you're excited to be part of our success story, we'd love to hear from you.
The role: As we continue to grow and invest in service and technology, we're recruiting a Client Support Executive to join our Onboarding team.
In this role, you'll:, Provide exceptional telephone and online support to clients across the UK, Welcome new clients and deliver training on our platform, Make proactive touchpoints with clients throughout their contract , Ensure clients gain maximum value from their Citation service
About you: We're looking for natural problem solvers who can take ownership of queries from start to finish, identifying needs and offering effective solutions.
Whatever your background, if you're passionate about delivering outstanding customer service, we can teach you the rest.
You'll be someone who: , Engages confidently and professionally over the phone, Learns new systems quickly and uses information to support clients effectively, Puts the client first, making it your mission to understand their needs and exceed expectations
Here's a taste of the perks we roll out for our extraordinary team members:
, 25 Days of Holiday + Bank: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home.
Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays., Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU., Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness., Growing Families: We're all about supporting our Citation family, and that includes expectant parents.
Vouchers and special perks await to celebrate the newest addition to your family., Healthcare cash plan: Your well-being is our priority.
That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best., Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!, Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.
Ready to Apply? If you're passionate about client support, love problem-solving, and want to work in a fun and supportive team, apply today and start your journey with Citation! ....Read more...
Type: Permanent Location: Wilmslow, England
Start: ASAP
Posted: 2025-09-25 06:28:05
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Client Support Executive - No experience needed.Location: Hybrid - 2 days in Wilmslow, 3 days at home.Hours: Monday - Friday 08:30 - 17:00Salary: £24,000 + 2,000 quarterly bonus (OTE £32,000)
Citation is one of the UK's leading providers of Health and Safety, HR, Employment Law, and ISO services to businesses.
We pride ourselves on being leaders in our industry, constantly empowering our team, and fostering a culture of support and innovation.
We love what we do, and we're on a mission to grow and that's where you come in.
Not bragging but…we've also just been named one of the Sunday Times Best companies to work for.
Again.
We are looking for a Client Support Executive (Field Support) to join our busy Diary Management Team at our Head Office in Wilmslow.
You will be responsible for contacting our current clients and booking in visits for our Field Consultants in line with our service offering, along with embracing our core values through being energetic, positive and supportive to your team, and focused on putting the client at the heart of everything you do.
Your role:
, Client Engagement: You will be at the forefront, engaging with businesses, understanding their unique needs.
Your ability to connect with clients and grasp their specific requirements will be essential when booking client visits., Building Relationships: Developing and maintaining strong relationships with clients is key to your success, tailoring your approach to meet their specific needs., Objection Handling: Skilfully handling objections is a core aspect of this role.
You'll have the expertise to address any concerns clients may have regarding service or booking their visits on time., Adaptive Communication: You'll possess the agility to adapt and vary your communication style to resonate effectively with diverse audiences, ensuring your message is received with clarity and enthusiasm.
This is a busy, fast-paced role where a high volume of Outbound calling our clients will be required.
Who are we looking for?Whatever your background, it is paramount to us that you are passionate about great customer service.
We can teach you the rest.
We want great people who can engage effectively over the phone and are able to deliver value-added to the client.
The successful candidate for this role will have strong organisational skills as they will be managing multiple diaries at once.
They will have excellent communication skills, along with a first-class telephone manner.
As a natural problem solver, this person will have the ability to take ownership of any queries from start to finish, identifying and anticipating needs and offering solutions to our clients.
Here's a taste of the perks we roll out for our extraordinary team members:
, 25 Days of Holiday + Bank: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home.
Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays., Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU., Post-Wedding Bliss: Newlyweds, we've got something special for you, too! Extra weeks of holiday to bask in the glow of post-wedding happiness., Growing Families: We're all about supporting our Citation family, and that includes expectant parents.
Vouchers and special perks await to celebrate the newest addition to your family., Healthcare cash plan: Your well-being is our priority.
That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best., Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!, Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.
Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements! ....Read more...
Type: Permanent Location: Wilmslow, England
Start: ASAP
Salary / Rate: £24000.00 - £32000.00 per annum + £32k OTE incl. £2000 quarterly bonus
Posted: 2025-09-17 12:37:49
