Employment Law/HR Quality Manager

Department: HR & Employment Law

Location: Wilmslow, office based

Salary: Competitive salary

If you’re already feeling the New Year – new me vibe, this role with a January 2020 start could kick start your New Year early!

This is a really exciting time to join us! Our business has grown rapidly, and we now have eight companies serving over 40,000 clients. Not only do we offer clients products that they need, want and value, we do it from an industry leading client retention and colleague engagement base.


We are Citation.  We offer colleagues and clients an opportunity they will not gain at many other businesses.  We are interested in growth, investment and service excellence, we have never and will never grow our business by cost cutting or tying people up in bureaucracy.  We don’t do politics – we want people focused upon actions and delivery.  We don’t do micro-management – we empower, support and innovate.  We are leaders, not empire builders and we love our business.


Citation is one of the UK’s biggest providers of Health & Safety, HR, Employment Law and ISO services to businesses. We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies!


The role

Our Employment Law Teams provide end to end telephone advice and support on a wide range of issues including terms and conditions, disciplinary and grievance, sickness and absence, performance and misconduct, TUPE, redundancy, discrimination, dismissal, employee relations, recruitment etc.


As we scale for further growth across the Citation Group, we want our already amazing service team to be even better and that’s where you come in. In order to maintain our reputation for service excellence we are looking for an experienced Employment Law or HR professional to ensure our levels of client service and quality of advice continue to be the best they can be.


Key responsibilities

  • Complete focus on maintaining service excellence and our commitment to continuing to improve our net promoter score
  • Monitor and maintain the quality of advice given to clients, both over the phone and via email
  • Keep up to date on all legal changes to ensure advice given is always compliant as well as business focused
  • Coaching sessions with team members to encourage continuous learning and development and share best practice
  • Analyse key trends within the department in order to monitor key areas for coaching and development
  • Use analysis findings to influence wider training and development plans


The person

Whilst it’s a given you have the technical expertise to do this role, whether that be from an employment law or HR background, you will be passionate about people and demonstrate a commitment to delivering amazing client service. You will be looking for a role where you can bring new ideas and you are not afraid to try new things.


You have a key understanding of Employment Law/HR and will be able to demonstrate this and be wanting to share your expertise with others. You will also have a good understanding of the issues faced by SME’s and the ability to identify a wide range of commercial options to support them in facing challenging situations.  You enjoy diving into the thick of the action leading and supporting teams, as well as utilising data to identify insights to provide strategic recommendations and suggest improvements. You will have proven leadership skills and it goes without saying you’ll also be comfortable dealing at all levels of our fast-paced organisation.


Most importantly you are looking to join a growing, highly successful company where you can continue to grow, develop and thrive with us.  Somewhere fun, professional and supportive where you get the chance to shine every day.



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