The Citation Group

Advisor

• Provide Health & Safety consultancy services to clients
• Travel to client sites for site visits
• Complete comprehensive on-the-job training across field, technical, and content teams
• Participate in the Health & Safety Development Scheme
• Study toward an NVQ and IOSH qualifications
• Progress from trainee to field consultant and work toward CMIOSH status
• Develop specialisms including fire safety, DSEAR, and environmental monitoring
• Become a fully-fledged Health & Safety Field Consultant upon completion of the scheme

Health & Safety Advisor

• Complete the Health & Safety Development Scheme
• Work alongside consultants to gain real-world experience
• Receive on-the-job training from field, technical, and content teams
• Study and work full-time while completing the programme
• Visit client sites for Health & Safety consultancy
• Develop expertise in specialisms including fire safety, DSEAR, and environmental monitoring
• Progress from trainee to Health & Safety Field Consultant

Analyst

• Write, edit, and maintain clear, helpful, brand-aligned chatbot content across customer journeys
• Structure conversation flows, decision trees, and escalation paths
• Maintain a knowledge base supporting chatbot responses and self-service resources
• Help define the chatbot’s tone of voice and personality
• Collaborate with subject matter experts to ensure content accuracy and tone
• Monitor chatbot performance using data and feedback, including resolution rates, AI involvement, and user satisfaction
• Use Intercom and analytics tools to identify gaps, trends, and improvement opportunities
• Test and iterate content to improve effectiveness and reduce manual support load
• Manage chatbot content within Intercom
• Keep conversation flows aligned with products, policies, and business goals
• Develop, document, and maintain conversational-design best practices and guidelines
• Work cross-functionally with support, marketing, and product teams
• Train support team members on chatbot content updates and best practices
• Provide recommendations on chatbot content and technology spending
• Review tools, subscriptions, and services for value and improvement opportunities
• Partner with finance on spending patterns, efficiency, and return on investment
• Support informed resource-allocation decisions and ongoing innovation

Conversation Analyst

Chief Marketing Officer

• Serve as the senior marketing leader embedded within Food Alert
• Work directly with the Commercial Director and Senior Leadership Team to identify growth opportunities and develop marketing strategy
• Contribute to the Food Alert Senior Leadership Team and wider business direction
• Build understanding of customers, products, sales performance and growth opportunities
• Translate business targets into marketing strategy, priorities and investment plans
• Own marketing performance and accountability for pipeline, revenue and profitable growth
• Build integrated demand-generation strategies across paid search, SEO, paid social, content, email, partnerships, webinars and events
• Define priority audiences, sectors and propositions
• Develop campaigns around regulatory change, emerging risks and market triggers
• Create go-to-market strategies for new services, software capabilities, propositions and sectors
• Develop positioning, messaging and customer-segment propositions
• Identify cross-sell, upsell, lifecycle, nurture, referral, advocacy, testimonial and case-study opportunities
• Own the website roadmap and improve digital conversion through analytics and experimentation
• Brief and mobilise Citation Group's central digital, CRM, content, creative, performance and marketing operations teams
• Set objectives, outcomes and success measures; review performance and challenge weak results
• Own the Food Alert marketing budget and investment plan
• Set targets for leads, pipeline, conversion, CAC, revenue and ROI
• Improve attribution and performance measurement
• Report commercially focused insights to the MD, CD and Senior Leadership Team
• Use customer, competitor, regulatory and market insight to identify growth opportunities

Health & Safety Advisor

Health & Safety Advisor

Conversation Analyst

Head of Marketing