Client Services Team Leader

Ground Control; Billericay; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Pension scheme

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Recognition schemes

Job summary

Ground Control is seeking an Account Manager Team Leader to oversee client management and lead a team of three Client Services Administrators in Billericay. You’ll shape how the team works, strengthen client relationships and ensure delivery at a consistently high level.

The role blends hands-on account management with people leadership, offering autonomy and opportunities to grow commercial relationships across clients while collaborating with operations and the broader business.

Qualifications

• Experience in account management or client services, with a customer-focused mindset.
• Ability to lead and support a small team while staying hands-on.
• Strong relationship-building and communication skills with clients and internal stakeholders.

Responsibilities

• Build long-term relationships with clients, understanding priorities and opportunities.
• Lead and support three Client Services Administrators, helping prioritisation and issue resolution.
• Own client communication with regular conversations, meetings and touchpoints.
• Step in during escalations, coordinating the right people to resolve issues.
• Identify opportunities to develop existing accounts across sites, services and solutions.
• Bring structure to the team, improving communication and collaboration with clients.
• Ensure information flows between operations and commercial teams for a joined-up approach.
• Support client reviews, contract mobilisations and transitions, ensuring actions are followed up.

Skills

Account Management

Client Services

Customer Success

Team Leadership

Relationship Building

Job description

Client Services Team Leader

Location: Billericay

Salary: Competitive

Contract Type: Permanent

Working Hours: Seasonal working pattern, including rotational weekend and occasional later cover during winter

Build strong relationships. Lead a great team. Create an even better client experience.

You know that great account management is about more than keeping things ticking over. You build relationships, understand what matters to your clients and take ownership when something needs sorting. You're also someone people naturally turn to for support, direction and a calm head when things get busy.

We're looking for an Account Manager Team Leader to join Ground Control, combining hands‑on client management with the day‑to‑day leadership of three Client Services Administrators. You'll have the opportunity to shape how the team works together, strengthen our client relationships and make sure we're consistently delivering the level of service our customers expect.

What you'll do:

In this role, you'll balance ownership of your own client relationships with leading and supporting the wider Client Services team.

• Build strong, long‑term relationships with your clients, understanding their priorities, challenges and opportunities so we can continually strengthen the service we provide.
• Lead and support three Client Services Administrators, helping them prioritise effectively, solve problems and deliver a consistently strong client experience.
• Take ownership of client communication, keeping close to your accounts through regular conversations, meetings and touchpoints rather than waiting for issues to arise.
• Step in when challenges or escalations happen, bringing the right people together and finding practical solutions that keep clients confident in our service.
• Look beyond the day‑to‑day and identify opportunities to develop existing accounts through additional sites, services and solutions that add genuine value for the client.
• Bring structure and consistency to the team, looking for ways to improve how we communicate, work together and respond to our clients.
• Work closely with our operational and commercial teams, making sure information flows effectively and clients experience one joined‑up Ground Control team.
• Support key client reviews, new contract mobilisations and transitions, making sure actions are followed through and relationships remain strong.

What you'll get:

• A role where you can make a visible difference to both the client experience and the team around you.
• The opportunity to combine hands‑on account management with people leadership, giving you broader experience and scope to develop.
• The trust and autonomy to make decisions, solve problems and shape how your team works.
• Exposure to a varied portfolio of clients, with the opportunity to build deeper commercial relationships and develop existing accounts.
• A supportive environment where you'll work closely with operational, commercial and client‑facing teams across the business.
• The opportunity to develop your leadership skills while continuing to grow your experience in account and relationship management.

What we're looking for:

• Strong experience within Account Management, Client Services, Customer Success or a similar client‑facing environment.
• Experience leading, supervising or supporting a team, with the confidence to provide direction while remaining approachable and hands‑on.
• A natural relationship builder who can communicate confidently with clients and internal stakeholders at different levels.
• The ability to take ownership of challenges and escalations, staying calm and focused on finding the right solution.
• Strong organisation skills and the ability to balance your own client portfolio with the needs of your team.
• A commercial mindset, with the ability to recognise opportunities to strengthen and grow existing client relationships.
• Someone proactive and resilient who doesn't wait to be told what needs doing and is comfortable making decisions.
• A collaborative leadership style that helps create a positive, accountable and supportive team environment.

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. #Maint