Client Services Administrator

Location: Hybrid, 3 days in office and 2 days working from home

Salary: Competitive

Contract Type: Permanent

Working Hours: 40 hours per week, Monday-Friday

About Us:
At Ground Control, we deliver exceptional grounds maintenance services, always putting our clients, people, and the environment first. Our values - integrity, positivity, collaboration, and environmental care, are at the heart of everything we do.

We are seeking a resilient and proactive Winter Account Manager to join our Client Services team. This seasonal, high-impact role supports our customers through the busiest period of the year – October to April – when our services are most critical.

Role Overview:
As a Winter Account Manager, you will be the key point of contact for your client portfolio, ensuring exceptional customer service, rapid response to issues, and seamless delivery during weather events. Outside the winter season (May to September), your focus shifts to renewals, client relationship development, and business support, providing a varied and rewarding year-round role.

This is a hybrid role, combining office and home-based work with regular site visits and client meetings to maintain strong client relationships and understand service delivery on the ground.

Key Responsibilities:

• Customer Care & Retention: Build and maintain strong relationships with clients through regular contact, site visits, and attendance at key meetings. Monitor client satisfaction and act on feedback.
• Complaint Management: Resolve client escalations promptly, working closely with internal teams to ensure issues are closed satisfactorily.
• Revenue & Lead Generation: Identify opportunities for additional services, cross-sell to clients, and pass leads to the Business Development team.
• Account Planning: Develop and manage account plans to ensure client needs are met and targets are achieved.
• PPM Renewals & Quotes: Ensure timely renewals, POs, and quotes, improving client conversion rates.
• Financial Control & Reporting: Manage contract queries, rebates, and KPI reporting. Conduct trend analysis for continuous improvement and commercial opportunity identification.
• Client Documentation: Maintain up-to-date client records including KYC, site maps, and contact details.
• Project Management: Oversee specific client-related projects to meet agreed SLAs.
• Values & Environment: Live our values every day, treat colleagues and field teams as clients, and participate in environmental volunteer initiatives.

Hours & Shift Patterns:

• Winter season (October–April): Shift rotation covering 6am–3pm, 8am–5pm, 10am–7pm. Includes weekend working and public holidays (rota basis, with time off in lieu).
• Off-season (May–September): Monday–Friday, 8am–5pm, no weekend work.

What We’re Looking For:

• Strong relationship management and client service skills.
• Proven ability to resolve escalations and manage complaints effectively.
• Experience in account management and revenue growth within service industries.
• Excellent organizational, reporting, and project management skills.
• Resilient, proactive, and able to perform under pressure during peak winter periods.
• Comfortable with a hybrid working setup, including regular site visits and client meetings.
• Positive, collaborative attitude aligned with company values.

Why join us:

Career Development Focus: We’re committed to supporting your professional growth with clear career paths, training, and tailored development programs, including our GC Leadership Academy, job specific accreditations and higher education opportunities.

Exciting Growth Opportunities: Be part of a rapidly growing company with a dynamic team and expanding client base.

Collaborative Environment: Work in a supportive, engaging, and innovative culture where your contributions are valued.

Competitive Package: Enjoy a competitive salary and benefits package, along with flexible working options, including:

23 days holiday, Increasing with length of service + bank holidays
Yearly bonus scheme & Share options
Robust pension scheme
Medigold employee support, Free Flu Jabs, Online private GP Service
Free or subsidised national gym memberships
Employee Recognition Scheme
2 personal choice volunteering days

Ground Control
Ground Control is a UK-based grounds maintenance company powered by the latest technology. Since launching in 1973, Ground Control has grown rapidly and now provides full national coverage for our customers across the UK and Ireland.
We deliver a range of services, including grounds maintenance, winter gritting, landscape construction, design, arboriculture, electric vehicle charging point installation to more than 50,000 commercial properties across the UK.
If you are looking to invest in your future with a business that puts people at the centre of everything, click the apply now button below to speak to a member of our team.

How to Apply:

We’d love to hear from you! To make an application, click on the Apply Now button below to send us your CV. Join us and become a key player in a thriving, forward-thinking company!

#INDHP

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued 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 and do not discriminate based on sex, age, disability, gender identity, marital status, pregnancy, race, religion or belief, sexual orientation, or any other protected characteristic. We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and beyond.