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 (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.

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.

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.

In this role, you'll 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 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.

• 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…