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Customer Operations Advisor Contract: Full-time, Permanent (Mon-Fri 9am - 5pm) Location: Norwich / Hybrid (3 days in office)Benefits: Pension, Health Plan, 5 weeks' holiday, plus birthday day off, plus 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.
About us Operating in the UK since 1993, Citation ISO provides professional consultation and support for Organisations that require a hassle-free and cost-efficient route to ISO Certification.
We have proudly been delivering internationally recognised Management Systems for almost 30 years, with the aim of ‘making businesses better'.
Our growth plans are ambitious, and we're part of the private equity-owned Citation Group.
Our customer base has grown significantly over the past few years, and this growth will continue - that's where you come in.
About You For this role, you will need the following key skills & attributes: , Previous demonstrable experience of delivering to KPIs, with a background in administration, customer service or support.
, Your accuracy is a key strength.
, You will have a passion for delivering exceptional service to customers and colleagues.
, Motivated and resilient, adaptable, strong organisational skills with the ability to multitask/prioritise appropriately , You will love to build great relationships and build rapport easily, creating strong relationships with customers and colleagues using a collaborative manner to achieve desired results.
Excellent listening and negotiation skills, along with good verbal and written communication skills , Ability to understand and retain complex procedures.
, Natural problem solver and decision-making skills , You will have a high level of attention to detail and commitment to quality , Can do attitude , Computer literacy, including strong knowledge of Word, Outlook and Excel , Previous experience of working CRMs advantageous , Knowledge of ISO Certification advantageous, but not essential Purpose of the role The primary function of the role is to quote, contract and process existing client requests for mid-contract changes, including issuing new contracts and addenda in a timely response.
Key tasks: , Mid-Contract enquiries; handling client queries who are already in contract, including advising on new account set up, any one-off services needed and ongoing audit requirements, quoting contract fee amendments, issuing new contracts or contract addenda and updating all relevant systems/departments with relevant changes , Contract Addendums: produce relevant client contract(s) and manage an accurate, timely return from client and update all relevant systems/departments with relevant changes , Process File checks of new sales; o Check all new sales approved for Citation BDM, Citation GIST and Norwich Sales to confirm that all relevant paperwork has been completed accurately and that Salesforce CRM and Filemaker records have been created correctly.
- Confirm data accuracy by cross-checking contract values and relevant discounting with current Price Books.
Confirm ASCB suitability by cross-checking new service form output versus reasons for seeking document, ensuring relevant problem resolution emails are retained on Salesforce.
o Once all criteria have been met, create all relevant client files, documents, and Manager approve for Diary Management to be able to schedule appointments.
, Work with Managers to resolve issues; Work with GIST Manager to resolve any queries associated with Citation GIST sales.
Work with the Head of Sales to resolve any queries associated with Norwich and BDM sales.
, Novation Agreements; produce Deeds of Novation and manage an accurate, timely return from client and update all relevant systems/departments with relevant changes , Change of Certificate Details; email Change of Certificate Details forms to the client, once receive,d process of pass to 2nd Line team for further review (i.e.
change of cert scope) , Handle customer enquiries IVR option; ensure timely response times and aim to resolve queries on first contact , Live chat; provide live chat support , Customer communication; maximise the use of technology to ensure that customer contact is timely, professional and meets customer expectations e.g.
live chat, email, etc.
, Customer enquiries; progression of customer enquiries workstream, including sales and ISOMentor inboxes to ensure timely response, achieving internal targets and KPIs.
, Client feedback; proactively help gather customer feedback data and report trends to Customer Operations Manager regarding the service provided, in order to ensure our customer journey continues to improve.
, Personal development; ensure your own continuous professional development by keeping abreast of current retention and development techniques and trends , Any other duties as required Key Skills: , Motivated and target-driven with a proactive, can-do attitude, Strong attention to detail and confident handling data, Good communication skills (written and verbal), Organised and able to manage multiple tasks effectively, Quick to learn new systems, products, and processes, Comfortable working cross-functionally in a team environment, Basic proficiency in Microsoft Word, Outlook, and Excel, Experience using CRM systems (Salesforce desirable), Reliable, adaptable, and ready for any challenge ....Read more...
Type: Permanent Location: Norwich, England
Start: ASAP
Salary / Rate: Up to £24000.00 per annum
Posted: 2025-10-21 14:41:43
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IT Service Delivery Manager
Central London
£70,000 - £80,000 PA
A leading construction engineering organisation undergoing rapid growth through acquisitions is seeking a high-calibre IT Service Delivery Manager.
This is a highly acquisitive business with ambitious growth plans over the coming years.
This is a pivotal role within a high-performing IT team, ideal for a proactive leader with a strong technical background and a passion for delivering outstanding service.
You'll oversee 1st and 2nd line support teams, take ownership of the ServiceNow platform and play a key role in driving operational maturity, continuous improvement and service optimisation.
You'll also contribute to wider business initiatives, including M&A integration projects, ensuring smooth transitions and consistent service delivery throughout periods of change.
Key Responsibilities
, Lead, coach and develop IT support teams through regular reviews, mentoring and structured development plans
, Own and optimise the ServiceNow platform, driving adoption and alignment with organisational goals
, Manage daily operations, allocate resources effectively and monitor incident and request trends to ensure SLA compliance
, Embed ITIL best practices across all service management disciplines, including Incident, Problem, Change, Release and Major Incident Management
, Oversee third-party service providers, ensuring contractual and performance standards are met
, Identify and address process gaps, implement corrective actions and champion continuous improvement
, Produce and present detailed monthly service reports and performance reviews for key stakeholders
, Handle escalations with professionalism, ensuring timely resolution and high satisfaction levels
, Identify risks to service continuity and implement mitigation strategies to maintain operational stability
, Maintain accurate configuration records (CMDB), service catalogues and internal knowledge bases
, Support IT service integration during mergers and acquisitions, ensuring alignment with business objectives and minimal disruption
Requirements:
, Experience working in IT service delivery within complex or infrastructure-heavy environments (e.g.
construction, utilities, transport, or enterprise IT)
, Proven success in managing IT support operations and delivering high-quality IT services
, Strong technical background with hands-on IT support experience
, Deep understanding of ITIL frameworks (Intermediate certification or higher preferred)
, Experienced ServiceNow Administrator or Product Owner
, Inspirational people leader with a proven ability to motivate, develop and manage teams
, Excellent communication and stakeholder management skills
, Strong analytical and organisational abilities, with a proactive approach to problem-solving ....Read more...
Type: Permanent Location: City of London, England
Salary / Rate: £70000 - £80000 per annum
Posted: 2025-10-15 15:07:35
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JOB DESCRIPTION
DAP is looking for an experienced and driven Art Director to lead our in-house creative services and growing studio team, translating strategic marketing goals into innovative creative strategies.
This role is critical in developing and maintaining our DAP brand's artistic direction while supporting projects across video, photography, social-first content, digital marketing assets, packaging, sales collateral and more.
You'll work closely with cross-functional teams to ensure all creative deliverables are aligned with brand objectives.
This is a unique opportunity to lead a talented in-house creative team and liasoning with creative agencies, driving the creative process from concept to production while ensuring consistent, high-quality brand storytelling across all platforms.
Responsibilities
Strategic Leadership
Develop and implement creative strategies aligned with marketing goals and brand vision.
Propose innovative ideas and concepts that elevate the brand's aesthetic and engage target audiences.
Stay on top of industry trends, design technologies, and AI tools, introducing advancements into workflows.
Creative Direction
Lead the conceptualization and design of omni-channel projects, including videos, photography, social media content, in-store displays, packaging, and e-commerce assets.
Ensure consistency in brand aesthetics and visual style across all touchpoints.
Provide art direction for photoshoots and video production from pre-production through post-production.
Team and Project Management
Manage and mentor a team of designers and studio leads, fostering an environment of collaboration and growth.
Effectively coordinate with Brand Strategists, Product Managers, and the Digital Marketing Team to align creative execution with business objectives.
Presentation and Stakeholder Collaboration
Present designs and creative concepts to internal stakeholders, gathering feedback and approvals.
Partner with external creative agencies to extend creative resources as needed for larger campaigns.
Requirements
Bachelor's degree in graphic design, Marketing, Fine Arts, or a related field.
12+ years of experience in creative direction with an advertising agency, in-house marketing team, post-production house, or digital marketing agencies, preferably in B2C industries, and experience working with large-scale brands.
Proven leadership and team management skills with the ability to inspire, mentor, and challenge teams to deliver their best work.
Proficient in Microsoft Office and relative project management and team collaboration software.
Advanced Adobe Creative Suite skills, proficient in all applicable software.
A portfolio with relevant work experience and examples required with resume.
Skills and qualifications:
Exceptional conceptual design skills with a knack for blending creativity with functionality.
Minimum 7 years of experience in the relevant field.
A proven track record of directing successful campaigns for omni-channel marketing efforts.
Experience implementing automation or AI advancements within creative workflows.
Passion for storytelling and delivering fresh ideas that resonate with diverse audiences.
Advanced knowledge of design principles, typography, and brand development.
Hands-on experience in design working with Adobe Creative Suite.
Excellent time management skills, with the ability to balance multiple priorities in a fast-paced environment.
Adept at managing production budgets and schedules, ensuring efficient allocation of resources.
A collaborative mindset and excellent communication skills to clearly convey creative direction and brand messaging across teams and vendors.
Leadership Traits
Technical Understanding & Business Acumen: Knows the business and the mission-critical technical and functional skills to perform the job at a high level.
Understands various types of business propositions and how the business operates.
Learn new methods and technologies easily.
Learning Agility: Learns quickly when facing new problems.
Is a relentless and versatile learner and is open to change.
Enjoys the challenge of unfamiliar tasks and can quickly discern the underlying structure of anything.
Strategic Agility: See ahead clearly and can anticipate future consequences and trends.
Is future oriented and offers broad knowledge and perspective.
Can scenario plan possibilities and outcomes.
Leadership: Provides the essential critical thinking to determine the necessary approaches to get things done.
Offers good judgement about which creative ideas and suggestions will work; can facilitate effective brainstorming, can project how potential ideas could play out in the marketplace.
Create New & Different: Ability to recognize the next great breakthrough.
Is creative, a visionary, and can create and bring exciting ideas to market.
Action Oriented: Enjoys working hard and is full of energy, steadfastly pushing self and other for results.
Can be counted on to exceed goals successfully and is consistently a top performer.
Effective project management skills
Excellent communication skills to all levels of the organization.
Strong interpersonal, verbal and written communication skills.
Is clear, concise and persuasive.
Experience creating and presenting business proposals, handling objections and overcoming obstacles
Strong attention to detail; strong multi-tasking ability as well as ability to manage deadlines in a dynamic, fast-paced work environment
Self-motivated and proactive individual who strives for excellence and continuous improvement.
Cross functional leadership and teamwork.
Self-confident, verbalizes problem solving skills, demonstrates initiative, manages and motivates team.
Integrity and Trust: Is widely trusted, is seen as direct, truthful and can make a case in an appropriate and helpful manner.
Must have a can-do attitude and the desire to go above and beyond in all you do!
Benefits:
Medical, Dental and Vision Insurance
Company Provided Life Insurance
Paid Time Off (PTO)
Company-paid short-term and long-term disability
401(k) plans
Employer-funded pension plan
Tuition Reimbursement
Pay Range
$100,000 to $140,000 per year.
About DAP
DAP is a market leading manufacturer, innovator and marketer of home repair and construction products including caulks, sealants, spray foam insulation, adhesives, and patch and repair products.
DAP is part of RPM International Inc., a $7.3 billion, multinational company with subsidiaries that are world leaders in specialty coatings, sealants, building materials and related services.
You will find DAP products in the hands of professional painters, remodelers, builders, and do-it-yourselfers, and in 60,000 retail outlets, ranging from home centers and mass merchandisers to your local hardware, pro contractor channels and paint stores.
DAP's eight manufacturing and distribution facilities in the United States of America and Canada service North America and the world.
At DAP, we hire the best people and give them a collaborative and rewarding work environment that empowers them to succeed! We support associates in continuous professional growth and collaborate on the steps it takes to get to the next level in their careers.
Our associates enjoy a comprehensive benefits package including 401(k) with company match, pension, paid parental leave, competitive health insurance rates, employee stock purchase plan, tuition reimbursement, free wellness programs that support a good work life balance and more! Learn more about DAP's history, culture and benefits at www.dap.com/careers/
Celebrating 160 Years of Legacy & Leadership - DAP Global Inc.Apply for this ad Online! ....Read more...
Type: Permanent Location: Baltimore, Maryland
Posted: 2025-10-09 07:09:16
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2nd Line Support Engineer - Milton Keynes5 Days per week onsite - £35,000 - £38,000 per annum2nd Line Support Engineer required for a leading client based in Milton Keynes.
My client is currently seeking a 2nd Line Support Engineer to come on board to provide support for Microsoft environments across a diverse clientele spanning various industries such as legal, real estate, logistics, manufacturing, and more.
Responsibilities include managing installations, upkeep, and resolving issues pertaining to Windows 10/11 operating systems on both laptops and desktops.Key skills:
Strong 2nd Line support experience
Conduct administration tasks for server operating systems.
Collaborate with RDS, Citrix, and Hyper-V technologies.
Supply assistance for smartphones (Android & iOS), tablets (Android & iOS), printers, scanners, copiers, and other hardware devices.
Oversee Office 365 administration, including user account management, Azure AD, Exchange, etc.
Manage various Microsoft products such as Office, Teams, SharePoint, OneDrive, and MFA.
Administer backup technologies and antivirus/security software.
Execute cable patching and utilize remote access tools.
Leverage ITSM tools for streamlined service delivery.
Demonstrate proficient technical abilities, demonstrating competence in managing the aforementioned tasks.
Possess outstanding customer service and communication aptitudes.
Display a fervent dedication to their profession and a commitment to delivering superior client-centric service.
Interested? Please submit your updated CV to Emma Siwicki at Crimson for immediate consideration.
Not interested? Do you know someone who might be a perfect fit for this role? Refer a friend and earn £250 worth of vouchers!
Crimson is acting as an employment agency regarding this vacancy ....Read more...
Type: Permanent Location: Milton Keynes, England
Salary / Rate: £35000 - £38000 per annum
Posted: 2025-10-08 16:57:15
