Client Relationship Manager

The Citation Group; Wilmslow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prominent business support firm in Wilmslow is looking for a Client Manager to oversee client portfolios and ensure effective communication. The role involves resolving client issues swiftly, supporting partnerships, and enhancing overall client experience. The ideal candidate possesses strong organisational and communication skills. This position offers a dynamic work environment with opportunities for development.

Benefits

25 Days of Holiday + Bank holidays

Birthday day off

Extra holiday for newlyweds

Private healthcare cash plan

Community volunteer day

Qualifications

• Ability to manage time and workload effectively.
• Advanced written & verbal communication skills.
• Strong organisation, planning and decision-making skills.

Responsibilities

• Manage a fixed portfolio of clients and maintain communication.
• Investigate and resolve client complaints.
• Support the partnerships team to sustain relationships.

Skills

Time management

Microsoft Office

Salesforce

Advanced communication skills

Organisational skills

Adaptability

Team collaboration

Job description

Responsibilities

• Manage a fixed portfolio of clients, maintaining regular and effective communication, updating notes and contracts, and ensuring each client feels well supported.
• Carry out welcome calls for new clients within your designated area as soon as possible to establish early rapport.
• Take ownership of all affinity renewals and provide strong support to the partnerships team to help sustain healthy long‑term relationships.
• Investigate and resolve complaints or concerns raised through any channel, whether internal, external, online or social media, ensuring each issue is handled swiftly and fairly.
• Identify the root cause of client issues, use available tools and insights to reach appropriate resolutions, and maintain clear records of outcomes.
• Look for opportunities to enhance the client experience and pursue your own development through continuous improvement.
• Gather and interpret data on specific client sectors or cohorts to highlight adoption trends and recommend improvements or new engagement ideas.
• Offering flexible support to ensure consistently positive client experience.
• Assist the team and other departments with additional tasks or projects whenever needed.

Qualifications & Skills

• Ability to manage time and workload effectively.
• Working knowledge of Microsoft Office suite, Salesforce and other internal systems and tools.
• Advanced written & verbal communication skills.
• Strong organisation, planning and decision‑making skills.
• Ability to work in a fast‑paced environment and meet deadlines.
• Help evolve systems and processes to improve operational efficiency and effectiveness, demonstrating progress against measurable goals.
• Contribute to a positive, energising team culture and work closely with colleagues to deliver shared objectives.
• Remain adaptable, as responsibilities may evolve in line with the dynamic needs of the business.

Company Overview

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.

As we scale for further growth across the Citation Group, hopefully, that's where you come in. We are anything but ordinary. Clients stay with us because we pair sharp expertise with a genuine human touch and a strong sense of commercial awareness, creating relationships that feel both professional and personal.

Benefits

• 25 Days of Holiday + Bank holidays.
• Birthday Bliss: a day off to celebrate your birthday.
• Post‑Wedding Bliss: extra weeks of holiday for newlyweds.
• Healthcare cash plan: private healthcare to ensure your well‑being.
• Community Days: a day off to volunteer and make a positive impact in your community or support your favourite charities.