Account Manager

Account Manager

Location: Billericay / Hybrid

Salary: Competitive

Contract Type: Permanent

Working Hours: 40 hours per week Monday-Friday

Hours & Shift Patterns:

• Winter season (OctoberApril): Shift rotation covering 6am3pm 8am5pm 10am7pm. Includes weekend working and public holidays (rota basis with time off in lieu).

• Off-season (MaySeptember): MondayFriday 8am5pm no weekend work.

You thrive on building strong relationships understanding what matters most to your customers and finding practical solutions when challenges arise. Youre someone who remains calm under pressure communicates with confidence and takes pride in creating positive outcomes for clients even during difficult situations.

At Ground Control were looking for an Account Manager to take ownership of a portfolio of clients within our Winter Maintenance and Client Services division. This is an opportunity to become a trusted partner to customers help retain and strengthen key accounts and play a vital role in delivering an exceptional customer experience. Youll have the autonomy to manage your portfolio the support of experienced colleagues across Operations Client Services and Finance and the opportunity to make a visible impact on customer satisfaction and business performance.

In this role youll build long-term client relationships support the wider Client Services team and ensure customers receive outstanding service throughout their partnership with Ground Control.

• Act as the primary contact for a portfolio of clients building strong relationships that help retain business resolve challenges and create long-term partnerships.

• Lead regular client meetings and account reviews providing valuable insights and ensuring customers feel supported informed and engaged.

• Take ownership of customer escalations and complex service issues finding practical solutions that protect relationships and maintain confidence in our service delivery.

• Provide guidance and support to Client Service Administrators helping resolve more complex customer queries and ensuring clients receive a consistent experience.

• Work closely with Operations Finance and internal support teams to deliver a seamless service and ensure customer expectations are met.

• Produce client reports monitor account performance and maintain accurate records giving customers and stakeholders confidence in the service being delivered.

• Identify opportunities to strengthen existing customer relationships and introduce additional services where they add genuine value.

• Review trends customer feedback and performance data to support continuous improvement and help drive positive outcomes across the portfolio.

• The opportunity to manage and develop relationships with some of Ground Controls key clients.

• A role where your work directly influences customer retention satisfaction and long-term business success.

• The autonomy to take ownership of your accounts and make decisions that create positive outcomes for customers.

• Exposure to senior stakeholders across a diverse client portfolio.

• Support from experienced leaders and collaborative teams across Client Services Operations and Finance.

• Opportunities to develop your account management stakeholder engagement and commercial skills within a growing business.

• Proven experience in Account Management Client Services Customer Success Service Delivery or a similar relationship-focused role.

• Strong customer relationship management skills with the ability to build trust and credibility with stakeholders at all levels.

• Experience managing customer queries complaints or escalations in a professional and solutions-focused manner.

• Comfortable working in a fast-paced environment where priorities can change quickly particularly during peak winter operations.

• Strong communication and influencing skills with the confidence to manage challenging conversations effectively.

• Experience managing multiple priorities whilst maintaining high standards of customer service and organisation.

• Commercial awareness and the ability to identify opportunities that add value for both clients and the business.

• Resilient proactive and calm under pressure with a genuine desire to support customers and colleagues.

• Experience within facilities management property services support services utilities or other multi-site service environments would be advantageous.

• A full UK driving licence and willingness to travel occasionally for client meetings when required.

At Ground Control great customer relationships are built through trust communication and consistently delivering on our commitments. If youre someone who enjoys building relationships solving problems and making a positive difference for customers every day wed love to hear from you.

Benefits:

• Competitive salary aligned with your skills and experience

• Pension scheme helping you plan for the future

• Recognition schemes celebrating and rewarding great work

• Private GP service fast convenient access to medical support

• Life insurance providing added peace of mind

• Subsidised gym membership supporting your health and wellbeing

• Holiday buy scheme purchase up to 5 additional days of annual leave

Equal Opportunities Statement

At Ground Control we are committed to fostering an inclusive and diverse workplace where everyone feels valued respected and empowered to thrive. We believe that diversity drives innovation and success and we welcome applications from individuals of all backgrounds experiences and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age disability gender reassignment marriage or civil partnership pregnancy or maternity race (including colour nationality ethnic or national origin) religion or belief sex sexual orientation or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment including training development promotion pay and termination. We are committed to providing reasonable adjustments for disabled applicants and employees and to creating a working environment free from discrimination harassment bullying or victimisation.

We expect all colleagues to uphold our values of dignity respect and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training inclusive policies and accountability at all levels. #Mainttr

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