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Client Relationship Manager (Hypercare Specialist)

Location: Hybrid - 2 days in Wilmslow, 3 days from home
Salary: £25k + £8k per annum

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.

Our colleagues bring their character as much as their capability, making our workplace and client interactions lively, memorable and refreshingly real.

• 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.
• Offer flexible support to ensure consistently positive client experience.
• Assist the team and other departments with additional tasks or projects whenever needed.

• 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.

• 25 Days of Holiday + Bank holidays
• Birthday Bliss – a day off on your birthday.
• Post-Wedding Bliss – extra weeks of holiday for newlyweds.
• Healthcare cash plan – private healthcare to ensure your peace of mind.
• Community Days – 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!