Client Services Specialist Client Services

Location:
Billericay / Hybrid

Salary:
Competitive

Contract Type:
Permanent

Working Hours: 40 hours per week

You take pride in helping customers, building strong relationships and finding solutions when challenges arise. You're someone who stays calm under pressure, communicates with confidence and enjoys being the person people rely on when they need support.

We're looking for a Client Services Specialist to join our Winter Maintenance and Client Services team. This is an opportunity to take ownership of a portfolio of customers, become a trusted point of contact and play a key role in delivering an exceptional customer experience. You'll work closely with Operations, Finance and Client Services teams, helping customers navigate challenges, improving service delivery and building long-term partnerships that make a measurable impact.

• In this role, you'll take ownership of a portfolio of customers, helping ensure they receive a consistently high level of service and support throughout their partnership with Ground Control.

• Build strong, long-term relationships with customers, acting as their trusted day-to-day contact and creating positive experiences that support retention and satisfaction.

• Manage customer queries, complaints and escalations, taking ownership of issues and coordinating solutions that build confidence and trust.

• Lead regular customer review meetings, providing service updates, performance insights and clear communication around ongoing activities.

• Work closely with operational teams to resolve service issues, manage expectations and ensure customers receive timely updates when priorities change.

• Support contract renewals and account retention activities, helping maintain strong customer relationships across your portfolio.

• Identify opportunities to improve the customer experience and highlight additional services that could deliver value to customers.

• Monitor performance, maintain accurate records and produce reports that help customers and stakeholders understand service delivery and progress.

• Support colleagues across the wider Client Services team, sharing knowledge and helping resolve more complex customer enquiries when needed.

• The opportunity to build meaningful customer relationships and make a genuine impact on customer satisfaction and retention.

• A role where your communication, organisation and problem-solving skills are trusted and valued.

• Exposure to a wide range of customers, stakeholders and operational teams across a growing national business.

• Opportunities to develop your client management, stakeholder engagement and service delivery experience.

• Support from experienced leaders and collaborative teams who want to see you succeed.

• The chance to progress your career within a business that values ownership, initiative and customer excellence.

• Experience with in Client Services, Customer Service, Service Delivery, Customer Success, Helpdesk, Property, Facilities Management, Operations Support or a similar customer-focused environment.

• A relationship-focused individual who enjoys working with customers and building trust through proactive communication.

• Experience managing customer queries, complaints, escalations or service issues in a professional and solutions-focused way.

• Strong stakeholder management skills and the ability to work effectively with both customers and internal teams.

• The ability to prioritise workloads, manage competing demands and remain organised in a fast-paced environment.

• A proactive problem solver who takes ownership and looks for practical solutions rather than waiting for issues to escalation.

• Strong communication skills with the confidence to handle challenging conversations and manage customer expectations.

• A full UK driving licence and willingness to travel occasionally for customer meetings when required.

Winter Season (October-April): The team operates a rota covering 6am-3pm, 8am-5pm and 10am-7pm shifts, including occasional weekends and public holidays. Time off in lieu is provided.

Off-Season (May-September): Monday-Friday,
8am-5pm
, with no weekend working.

At Ground Control, we believe great customer relationships are built through trust, communication and consistently delivering on our promises. If you're someone who enjoys helping people, solving problems and making a positive difference every day, we'd love to…