At a Glance
- Tasks: Manage client relationships, resolve issues, and enhance the client experience.
- Company: Citation Group, dedicated to supporting small and medium-sized businesses.
- Benefits: 25 days holiday, birthday off, healthcare plan, and community volunteering days.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Join a vibrant team and make a real difference in clients' lives.
- Qualifications: Strong communication skills and ability to manage time effectively.
The predicted salary is between 34000 - 40000 £ per year.
Client Relationship Manager (Hypercare Specialist)
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.
The role
- 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.
About you
- 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.
- 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.
- 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.
- 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!
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StudySmarter Expert Advice🤫
We think this is how you could land Relationship Manager (Hypercare) in Wilmslow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citation Canada. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Citation Canada before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Relationship Manager (Hypercare) in Wilmslow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Citation Canada:Your cover letter is your chance to shine! Tell us why you want to work at Citation Canada specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Citation Canada!
How to prepare for a job interview at Citation Canada
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
