Account Manager

Ground Control; Billericay; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Inclusive workplace

Job summary

Ground Control is seeking an Account Manager to own a portfolio of clients within our Winter Maintenance and Client Services division. You will act as a trusted partner, retain and strengthen key accounts, and drive exceptional customer experiences.

You will oversee client relationships, lead regular reviews, manage escalations, and collaborate with Operations, Finance and other teams to ensure seamless service delivery. A full UK driving licence and occasional travel are required.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Account management

Client services

Customer success

Service delivery

Relationship management

Communication

Commercial awareness

Resilience under pressure

Facilities management exposure

Driving licence

Job description

At Ground Control, we're 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. You'll 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.

What you’ll do

• 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.

What you’ll get

• The opportunity to manage and develop relationships with some of Ground Control’s 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.
• 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.

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

• 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.

• 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.
• 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