Client Services Specialist

Client Services Specialist Client Services Specialist Location: Billericay / Hybrid Salary: Competitive Contract Type: Permanent Working Hours: 40 hours per week Build trusted relationships. Solve problems. Make a real difference every day. 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. What you'll do: 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. What you'll get: 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. What we're looking for: Experience within 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 escalate. 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. Additional Information 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 hear from you. 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 Department Client Services Role Account Manager Location Billericay Remote status Hybrid Employment type Full-time About Ground Control Ground Control is a leading external maintenance business and biodiversity expert committed to enhancing and improving the physical environment for our customers and their communities. We're a purpose driven, values centred business, on a mission to realise the potential of human nature by bringing together people, places and the planet. Human Nature - At Its Best Founded in 1973 Turnover Growing Daily 🚀