Internal Relationship Manager

Location: 3 days at HQ (Wilmslow), 2 days from home

Salary: £26,000 per annum + up to £6K bonus + average £4K referral earnings (OTE £36,000+)

We’re Citation Group, a group of businesses on a mission to make life easier for small and medium‑sized companies. We know running a business is tough – you’re trying to keep customers happy, stay on top of rules and regulations, look after your team, and still grow. That’s where we come in, taking the stress out of it all to make life simpler and smoother for business owners. As one of the UK’s biggest providers of Health & Safety, HR, Employment Law, and ISO services, we stand out because of our people. With year‑on‑year double‑digit growth, this is your chance to join a fast‑moving business that values vision, determination, agility, and a knack for building great relationships.

Our Client Relationship Team consists of eight members who strive to positively influence the Client Journey and overall experience through Citation Services. As a Relationship Manager, you will be pivotal in supporting the business’s goals by retaining clients, identifying uplift opportunities, and maximizing customer engagement across all interactions.

Responsibilities

• Create a warm and professional welcome for customers joining Citation, delivering an exceptional onboarding experience that sets them up for success.
• Support customers in gaining full value from their products and services by understanding their needs and providing guidance.
• Ensure the smooth and timely delivery of our solutions, aligning closely with each customer’s goals and priorities.
• Anticipate potential challenges before they arise and collaborate with customers and internal teams to resolve them proactively.
• Act as the primary point of contact for clients, managing queries, providing information about additional services, supporting account administration, and addressing concerns with care and professionalism.
• Proactively identify opportunities within your customer base to strengthen relationships, support growth, and contribute to long‑term retention, working closely with internal teams to deliver the best outcomes.
• Build strong, lasting relationships with customers, partnering with colleagues across the business to resolve issues and maintain a consistently high level of service.
• Stay connected with customers through meaningful touchpoints, including regular care calls, to ensure their needs are met and their experience remains positive.

Qualifications

• Strong relationship‑building and communication skills, with the confidence to present ideas clearly and influence stakeholders at all levels.
• Problem‑solving mindset, positive attitude, and a natural ability to turn situations around.
• Excellent listening, negotiation, and presentation skills, along with good verbal and written communication.

Benefits

• Company pension
• Work from home
• 25 days holiday + 8 bank holidays
• Birthday day off
• Post‑wedding extra holidays
• Support for growing families with vouchers and special perks
• Private healthcare

Job Types: Full‑time, Permanent