Relationship Manager - Potholes Location: Remote Salary: Competitive Contract Type: Permanent Working Hours: 40 hours per week, Monday-Friday _________________________________________________________________________ Your Role Step into a pivotal position at Ground Control as a Relationship Manager, where you'll be instrumental in driving company profitability through outstanding client service and strategic relationship development. In this dynamic role, you will serve as the primary liaison for a portfolio of high-value clients, ensuring their needs are met while promoting long-term partnerships. Your expertise and leadership will help bridge internal operations with external expectations, ensuring excellence in every client interaction and service delivery. Key Responsibilities Client Management Cultivate, nurture, and maintain strong, trust-based relationships with key clients. Serve as the first point of contact for all client-related communications, including inquiries, feedback, concerns, and escalations. Proactively manage expectations, resolve issues efficiently, and provide regular updates to ensure a smooth client journey. Service Delivery Oversee the end-to-end delivery of services, ensuring they are executed to the highest standards—on time, within budget, and in line with client requirements. Work closely with internal delivery, operations, and support teams to streamline processes and align outcomes with service level agreements (SLAs). Quote & Tender Support Lead site assessments and pre-contract evaluations to gather the necessary insights for accurate quoting and competitive tender submissions. Assist with preparing, reviewing, and submitting tenders and proposals, ensuring they align with both client expectations and Ground Control’s commercial strategy. Track and follow up on tender submissions to boost conversion rates and client acquisition success. Process Improvement Continuously evaluate current workflows and identify opportunities to enhance efficiency, effectiveness, and compliance. Drive the implementation of best practices across projects and ensure consistent adherence to both internal policies and client-specific requirements. Monitor KPIs and use feedback loops to inform process enhancements and training needs. Reporting Manage and verify all job-related updates submitted via WhatsApp or other communication channels. Ensure accurate logging and tracking of job statuses, providing clients with clear and timely completion reports. Generate and analyse performance reports to support client meetings and internal reviews. Team Collaboration Work in tandem with cross-functional teams, including operations, sales, finance, and field personnel, to deliver a unified client experience. Support team training initiatives, mentor new team members, and contribute to onboarding processes. Assist in recruitment efforts by identifying skill gaps and participating in candidate evaluations as needed. Sustainability & Ethics Champion Ground Control’s commitment to sustainability by integrating environmental considerations into client service and project execution. Promote ethical practices in all aspects of work, including fairness in labour, supplier diversity, and social responsibility. Encourage and support initiatives that contribute to the company’s environmental and social impact goals. 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 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 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. If you are looking to invest in your future with a business that puts people at the centre of everything, click the apply now button below to speak to a member of our team. INDHP Equal Opportunities Statement 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.