Client Support Executive – Reception
Location: Wilmslow (Part Time)
The Client Support Executive – Reception is responsible for delivering an excellent first point of contact for our clients, ensuring every caller receives a professional, friendly and efficient experience.
This is a busy, phone-based role, with the team handling around 400–600 calls every day from clients looking to speak with our HR, Health & Safety and Client Support teams.
You’ll need to be confident working at pace, comfortable handling back-to-back calls and able to remain calm and positive while gathering the right information and directing clients to the correct team.
The Role
- Handle a high volume of inbound client calls.
- Act as the first point of contact for our clients.
- Understand the reason for each client's call.
- Ask the right questions to identify their needs.
- Gather and accurately record client information.
- Transfer clients to the appropriate department.
- Deliver a professional and positive customer experience.
- Manage back-to-back calls while maintaining quality.
- Handle challenging or time-sensitive calls calmly.
- Work closely with internal teams to support clients effectively.
- Follow processes to ensure information is captured accurately.
- Contribute to a positive and supportive team environment.
About You
We’re looking for someone who is confident, positive and naturally customer-focused, who enjoys working in a fast-paced environment and is comfortable speaking to a wide range of people.
You’ll be someone who can think on your feet, ask the right questions and quickly understand what a client needs. Most importantly, you’ll bring a positive attitude and professional approach to every interaction.
- Confident and professional telephone manner.
- Excellent communication and listening skills.
- Comfortable working in a high-volume environment.
- Strong questioning and problem-solving skills.
- Organised with good attention to detail.
- Able to stay calm under pressure.
- Positive, friendly and approachable.
- A genuine passion for delivering great customer service.
- Comfortable learning new systems and processes.
- A strong team player who enjoys working collaboratively.
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 cozy 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.
Pay: £15,093.00 per year
Work Location: Hybrid remote in Wilmslow SK9 5AR
