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Client Success CoachLocation: Wilmslow / Sheffield / Hybrid (with flexibility for some remote working)Working Hours: Full-time, 37.5 hours per week (Monday to Friday, with flexibility as required)Salary: £35000 per annum - OTE 45k
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 been named one of the Sunday Times Best companies to work for.
Again.
The role: , As a Client Success Coach, you will play a pivotal role in developing and inspiring high-performing teams across the Genesis Division.
Reporting to the Client Success Enablement Manager, your main priority will be to coach and support teams focused on client renewals and retention, with a strong emphasis on B2B contract negotiation and communication excellence., You'll deliver coaching and training to ensure teams are equipped to handle client conversations confidently across a wide range of communication channels—adapting their approach to suit each client's preferred method, whether written, spoken, or digital., You'll help embed best practices for renewal activity, objection handling, and value communication, adapting your approach to suit different teams and individuals., You'll leverage tools such as Call Miner and Salesforce to identify coaching opportunities and measure impact, using data-driven insights to continuously improve team performance.
You'll collaborate closely with managers and other coaches to ensure a consistent, high-quality client experience and support the ongoing development of the Client Success function.
About you: , You are an experienced coach with a passion for getting the best out of people.
You have a proven track record in coaching within client success, customer service, or sales environments, ideally with experience in B2B contract negotiation and renewals.
You are highly organised, proactive, and able to manage your time and priorities to maximise your impact across multiple teams., You are inspirational and motivational, able to build rapport with all types of people and adapt your coaching style to suit individual needs.
You have a strong understanding of coaching and psychology models, and you're comfortable using tools like Call Miner, Salesforce, or similar platforms to inform your coaching practice., You thrive in a fast-paced, changing environment and are committed to continuous improvement—both for yourself and those you coach.
You're a natural communicator, able to deliver feedback constructively and foster a culture of learning, accountability, and high performance.
Here's a taste of the perks we roll out for our extraordinary team members:
, 25 Days of Holiday + 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., 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: Manchester, England
Start: ASAP
Salary / Rate: Up to £35000.00 per annum + OTE 45k
Posted: 2025-11-06 12:59:05
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Retention & Renewals AdvisorLocation: Hybrid (Split between home and our Meadowhall Office)Salary: £24,750 + Commissions, OTE £35k +
We're Citation Group.
A group of businesses on a mission to make life easier for small and medium-sized companies.
We get that running a business is tough.
You're spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow.
Since 2004, HSD, part of the Citation Group, has helped over 7,200 businesses take the stress out of HR and Health & Safety.
We take care of the tricky stuff—whether that's sorting your compliance documents or giving you access to expert advice any time you need it.
Our job is to keep you on the right side of the rules, so you can get back to doing what you do best: running a brilliant business.
The role- Proactively reach out to our existing client base to review their current service, build stronger relationships, and demonstrate clear value - all with the goal of preventing cancellations and securing contract renewals.- Take a consultative approach to uncover client needs through active listening and trust-building, then recommend tailored solutions that align with their goals.- Take ownership of the client experience, ensuring every touchpoint leaves a positive impression.- Use strong listening skills and genuine rapport to uncover client needs and tailor solutions that truly resonate.- Collaborate with existing clients to identify opportunities for additional growth and support new business generation.- Re-engage clients who have expressed an intention to cancel, working to turn situations around and retain their business.- Be commercially driven - success will be measured against both revenue targets and client retention performance
About youWe're looking for a confident, commercially minded individual who is consultative, tenacious, and results-driven.
You'll need to think on your feet, adapt quickly to change, and show real resilience in a fast-paced environment.
You'll be enthusiastic, driven, and genuinely focused on delivering an excellent customer experience.
Strong communication skills, particularly over the phone, a keen eye for detail, and the ability to learn quickly are essential.Experience in customer service, client retention or sales is a real plus.
Here's a taste of the perks we roll out for our extraordinary team members:, 25 Days of Holiday + 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., 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: Sheffield, England
Start: ASAP
Salary / Rate: Up to £24750.00 per annum + + Commissions, OTE £35k +
Posted: 2025-11-05 12:08:58
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Retention & Renewals AdvisorLocation: Hybrid (Split between home and our Meadowhall Office)Salary: £24,750 + Commissions, OTE £35k +
We're Citation Group.
A group of businesses on a mission to make life easier for small and medium-sized companies.
We get that running a business is tough.
You're spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow.
Since 2004, HSD, part of the Citation Group, has helped over 7,200 businesses take the stress out of HR and Health & Safety.
We take care of the tricky stuff—whether that's sorting your compliance documents or giving you access to expert advice any time you need it.
Our job is to keep you on the right side of the rules, so you can get back to doing what you do best: running a brilliant business.
The role- Proactively reach out to our existing client base to review their current service, build stronger relationships, and demonstrate clear value - all with the goal of preventing cancellations and securing contract renewals.- Take a consultative approach to uncover client needs through active listening and trust-building, then recommend tailored solutions that align with their goals.- Take ownership of the client experience, ensuring every touchpoint leaves a positive impression.- Use strong listening skills and genuine rapport to uncover client needs and tailor solutions that truly resonate.- Collaborate with existing clients to identify opportunities for additional growth and support new business generation.- Re-engage clients who have expressed an intention to cancel, working to turn situations around and retain their business.- Be commercially driven - success will be measured against both revenue targets and client retention performance
About youWe're looking for a confident, commercially minded individual who is consultative, tenacious, and results-driven.
You'll need to think on your feet, adapt quickly to change, and show real resilience in a fast-paced environment.
You'll be enthusiastic, driven, and genuinely focused on delivering an excellent customer experience.
Strong communication skills, particularly over the phone, a keen eye for detail, and the ability to learn quickly are essential.Experience in customer service, client retention or sales is a real plus.
Here's a taste of the perks we roll out for our extraordinary team members:, 25 Days of Holiday + 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., 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: Up to £27000.00 per annum + + Commissions, OTE £35k +
Posted: 2025-11-05 12:01:53
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Call Handler – Social HousingLocation: Dartford (Office Based)Salary: £24,000 – £25,000 per annumEmployment Type: Full-Time, Permanent About the Role:Our client, a respected organisation within the social housing sector, is seeking an experienced and customer-focused Call Handler to join their busy team based in Dartford. This is a fantastic opportunity for someone who thrives in a fast-paced environment and takes pride in delivering excellent customer service to residents and contractors. Key Responsibilities:Handling incoming calls from tenants and residents regarding repairs, maintenance, and general housing queriesLogging and tracking all calls accurately on the internal systemLiaising with contractors and operatives to schedule and coordinate repairsProviding updates to residents on the progress of their queriesEscalating urgent or complex issues to the relevant departmentsEnsuring all customer interactions are handled professionally and empatheticallySkills & Experience Required:Previous experience in a call handling or customer service role (ideally within social housing, repairs, or facilities management)Excellent communication skills – both written and verbalStrong organisational and multitasking abilitiesProficient with IT systems and able to learn new software quicklyA positive, team-oriented attitude with a genuine passion for helping othersWhat’s on Offer:Competitive salary of £24,000 – £25,000 per annumFriendly, supportive office environmentOpportunities for progression within a growing organisationFull training and ongoing professional developmentHow to Apply:If you’re a proactive and personable individual with a background in customer service or social housing, we’d love to hear from you. Apply today with your CV or contact Stacey at CBW Staffing Solutions for more information. ....Read more...
Type: Permanent Location: Dartford,England
Start: 04/11/2025
Salary / Rate: £24000 - £25000 per annum
Posted: 2025-11-04 08:45:05
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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: 03/11/2025
Salary / Rate: £23000 per annum, Benefits: up to £23,000
Posted: 2025-11-03 09:38:04
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Customer Operations Advisor Contract: Full-time, Permanent (Mon-Fri 9am - 5pm) Location: Norwich / Hybrid (3 days in office)Benefits: Pension, Health Plan, 5 weeks' holiday, plus birthday day off, plus 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.
About us Operating in the UK since 1993, Citation ISO provides professional consultation and support for Organisations that require a hassle-free and cost-efficient route to ISO Certification.
We have proudly been delivering internationally recognised Management Systems for almost 30 years, with the aim of ‘making businesses better'.
Our growth plans are ambitious, and we're part of the private equity-owned Citation Group.
Our customer base has grown significantly over the past few years, and this growth will continue - that's where you come in.
About You For this role, you will need the following key skills & attributes: , Previous demonstrable experience of delivering to KPIs, with a background in administration, customer service or support.
, Your accuracy is a key strength.
, You will have a passion for delivering exceptional service to customers and colleagues.
, Motivated and resilient, adaptable, strong organisational skills with the ability to multitask/prioritise appropriately , You will love to build great relationships and build rapport easily, creating strong relationships with customers and colleagues using a collaborative manner to achieve desired results.
Excellent listening and negotiation skills, along with good verbal and written communication skills , Ability to understand and retain complex procedures.
, Natural problem solver and decision-making skills , You will have a high level of attention to detail and commitment to quality , Can do attitude , Computer literacy, including strong knowledge of Word, Outlook and Excel , Previous experience of working CRMs advantageous , Knowledge of ISO Certification advantageous, but not essential Purpose of the role The primary function of the role is to quote, contract and process existing client requests for mid-contract changes, including issuing new contracts and addenda in a timely response.
Key tasks: , Mid-Contract enquiries; handling client queries who are already in contract, including advising on new account set up, any one-off services needed and ongoing audit requirements, quoting contract fee amendments, issuing new contracts or contract addenda and updating all relevant systems/departments with relevant changes , Contract Addendums: produce relevant client contract(s) and manage an accurate, timely return from client and update all relevant systems/departments with relevant changes , Process File checks of new sales; o Check all new sales approved for Citation BDM, Citation GIST and Norwich Sales to confirm that all relevant paperwork has been completed accurately and that Salesforce CRM and Filemaker records have been created correctly.
- Confirm data accuracy by cross-checking contract values and relevant discounting with current Price Books.
Confirm ASCB suitability by cross-checking new service form output versus reasons for seeking document, ensuring relevant problem resolution emails are retained on Salesforce.
o Once all criteria have been met, create all relevant client files, documents, and Manager approve for Diary Management to be able to schedule appointments.
, Work with Managers to resolve issues; Work with GIST Manager to resolve any queries associated with Citation GIST sales.
Work with the Head of Sales to resolve any queries associated with Norwich and BDM sales.
, Novation Agreements; produce Deeds of Novation and manage an accurate, timely return from client and update all relevant systems/departments with relevant changes , Change of Certificate Details; email Change of Certificate Details forms to the client, once receive,d process of pass to 2nd Line team for further review (i.e.
change of cert scope) , Handle customer enquiries IVR option; ensure timely response times and aim to resolve queries on first contact , Live chat; provide live chat support , Customer communication; maximise the use of technology to ensure that customer contact is timely, professional and meets customer expectations e.g.
live chat, email, etc.
, Customer enquiries; progression of customer enquiries workstream, including sales and ISOMentor inboxes to ensure timely response, achieving internal targets and KPIs.
, Client feedback; proactively help gather customer feedback data and report trends to Customer Operations Manager regarding the service provided, in order to ensure our customer journey continues to improve.
, Personal development; ensure your own continuous professional development by keeping abreast of current retention and development techniques and trends , Any other duties as required Key Skills: , Motivated and target-driven with a proactive, can-do attitude, Strong attention to detail and confident handling data, Good communication skills (written and verbal), Organised and able to manage multiple tasks effectively, Quick to learn new systems, products, and processes, Comfortable working cross-functionally in a team environment, Basic proficiency in Microsoft Word, Outlook, and Excel, Experience using CRM systems (Salesforce desirable), Reliable, adaptable, and ready for any challenge ....Read more...
Type: Permanent Location: Norwich, England
Start: ASAP
Salary / Rate: Up to £24000.00 per annum
Posted: 2025-10-21 14:41:42
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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
