Team Leader - Client Services
Location: Billericay (minimum 3 days in office)
Contract Type: Full-time, permanent
Direct reports: 3–5 Customer Service Advisors
Are you a strategic leader with a passion for client relationships and team development?
What you’ll do:
As a Client Services Team Leader, you’ll lead a high-performing team managing Winter Maintenance and Grounds Maintenance client portfolios. You’ll ensure processes run smoothly, KPIs are met, and your team stays motivated in a fast-paced environment. This is a hands-on leadership role involving coaching, supporting, and holding your team accountable, while representing the company in client meetings.
Why You’ll Love This Role:
Lead a passionate team, make a real impact across seasonal and year-round services, and grow your career in a dynamic, supportive environment.
Key Responsibilities:
* Build and nurture strong client relationships, resolving issues proactively.
* Review contract profitability and apply uplifts to ensure sustainability.
* Attend key client meetings and host quarterly business reviews to drive alignment and improvement.
* Lead a delegated team, overseeing performance, development, and recruitment.
* Monitor KPIs and Power BI reports, identify trends, and drive service improvements.
* Collaborate with Business Development to identify leads and drive revenue.
* Manage client account plans, PPM renewals, contract reviews, pricing, and purchase orders.
* Ensure timely and accurate quote delivery and portal uploads.
* Manage client-specific projects and improve quote conversion rates.
* Maintain accurate client documentation in coordination with Front Line Support.
* Conduct regular performance reviews and appraisals.
* Manage team absences and recruitment processes.
* Own team KPIs and restructure teams to meet evolving service expectations.
* Foster a high-performance culture through coaching, support, and accountability.
* Ensure Winter ROTA is adhered to, with sufficient shift cover maintained and any gaps filled within 24 hours.
What we’re looking for:
* Proactive in client communication and issue resolution.
* Experienced in leading teams and driving operational excellence.
* Skilled in data analysis and trend reporting.
* Collaborative across departments like Business Development and Operations.
* Organised, with a keen eye for detail and documentation accuracy.
* Positive, solutions-focused mindset under pressure.
What Success Looks Like:
* By 3 months: Understand all processes and your team’s workload.
* By 6 months: Build strong relationships and implement improvements.
* By 12 months: Lead your team confidently and take on additional responsibilities.
Why join us:
* Career Development Focus: We support your professional growth through 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, flexible working options, including:
* 23 days holiday, increasing with service + bank holidays
* 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 volunteering days
About Ground Control:
Ground Control is a UK-based grounds maintenance company established in 1973, providing services including grounds maintenance, winter gritting, landscape construction, arboriculture, and electric vehicle charging point installation across the UK and Ireland.
If you are looking to invest in your future with a company that values its people, click the apply now button below to speak to a team member.
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Equal Opportunities Statement:
We are committed to fostering an inclusive and diverse workplace where everyone feels valued. We welcome applications from individuals of all backgrounds and experiences and do not discriminate based on protected characteristics. We promote an inclusive culture and ensure fair treatment throughout the recruitment process and beyond.
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