Customer Service Account Manager

UKund Control; Billericay; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Ground Control is seeking a Customer Service Account Manager to bridge the gap between clients and operational teams. This role focuses on cultivating strong client relationships, managing services, and ensuring operational excellence across the UK. The ideal candidate has a background in grounds maintenance or facilities management and demonstrates a proactive approach to client needs.

Benefits

23 days holiday

Yearly bonus scheme

Share options

Robust pension scheme

Free or subsidised gym memberships

Qualifications

• Experience in grounds maintenance or facilities management.
• Strong relationship-building skills and stakeholder communication.
• Ability to travel and manage multiple client accounts.

Responsibilities

• Build and maintain strong client relationships.
• Manage and grow grounds maintenance contracts.
• Lead and support your team to maintain service quality.

Skills

Communication

Relationship Building

Organisational Skills

Analytical Skills

Tools

Microsoft Office

Power BI

Job description

Customer Service Account Manager

Location: Hybrid home and office with regular travel to client sites across the UK. We are in the office on Monday, Wednesday and Friday
Contract Type: Full-time, Permanent
Company: Ground Control

At Ground Control, we’re not just maintaining landscapes, we’re cultivating long term partnerships built on trust, quality, and service excellence. If you're a customer focused professional with a background in grounds maintenance, facilities, or service delivery, this is your opportunity to join a market leader in a role where you can truly make an impact.

As a Customer Service Account Manager, you'll be the bridge between our clients and our operational teams, ensuring every site reflects our high standards and every client feels supported, informed, and valued.

What You’ll Be Doing:

• Build and maintain strong client relationships, regularly visiting customer sites to understand their needs, respond to issues, and ensure service excellence.
• Manage and grow grounds maintenance contracts, ensuring they are profitable, compliant, and delivered to the highest standards.
• Identify and act on opportunities for account growth, upselling additional services such as winter maintenance, arboriculture, or landscaping projects.
• Coordinate operational delivery, liaising with Contract Managers and Supervisors to ensure work is completed on time and within scope.
• Lead and support your team, contributing to recruitment, development, and performance reviews to maintain a high-performing service culture.

• Monitor and manage client KPIs, including extra works conversion, service delivery standards, and portal engagement to meet contractual obligations and exceed expectations.
• Engage in regular client meetings, including Monthly Reviews and Quarterly Business Reviews (QBRs) with Tier 1 and Tier 2 clients, to strengthen relationships and align on service performance and strategic goals.
• Drive client retention across your portfolio by working closely with Sector Directors and Operational teams to manage contract renewals and ensure financial accuracy and timely invoicing.

What We’re Looking For:

• Experience in grounds maintenance, facilities management, or a similar service-led environment.
• A natural communicator with strong relationship-building skills and the confidence to liaise with stakeholders at all levels.
• Willingness and ability to travel regularly to client sites across the UK, sometimes at short notice.
• Strong organisational skills, able to juggle multiple contracts and competing priorities.
• Good IT skills. Proficiency in Microsoft Office, especially Excel, Teams, and ideally Power BI for data reporting.

What You Bring:

• A strategic and proactive mindset, able to foresee challenges and deliver effective solutions.
• High emotional intelligence and professionalism, you lead by example and build trust quickly.
• A calm, results focused approach, even in high pressure situations.
• A strong analytical and commercial mindset, you understand margins, service levels, and how to balance client expectations with operational delivery.

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

Hybrid working

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

About 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.

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 age, disability, gender identity, marital status, pregnancy, race, religion, 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.

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