Client Services Administrator

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We are seeking a detail-oriented and proactive Client Services Administrator to join our dynamic team in the Grounds Maintenance sector. This role is pivotal in ensuring seamless communication between clients and internal teams, maintaining high standards of customer service, and supporting the delivery of grounds maintenance services. The ideal candidate will thrive in a fast-paced environment, possess excellent organizational skills, and be passionate about customer satisfaction and service excellence.

Key Responsibilities

1. Client Support and Communication
   • Act as the primary point of contact for clients, addressing inquiries, requests, and complaints promptly and professionally.
   • Maintain regular communication with clients to provide updates on service schedules, project progress, and any changes.
   • Build and nurture strong relationships with clients to enhance customer satisfaction and loyalty.
2. Service Coordination
   • Schedule and coordinate grounds maintenance services, ensuring alignment with client requirements and contractual agreements.
   • Liaise with operational teams to ensure timely delivery of services and resolve any scheduling conflicts or operational issues.
   • Monitor service delivery quality and provide feedback to ensure continuous improvement.
3. Administrative Support
   • Prepare and manage client contracts, service agreements, and other documentation.
   • Maintain accurate records of client interactions, service schedules, and correspondence in the company’s CRM system.
   • Generate reports on service performance, client satisfaction, and other KPIs for management review.
4. Billing and Financial Administration
   • Assist with preparing invoices, tracking payments, and resolving billing queries in collaboration with the finance team.
   • Ensure that client accounts are up-to-date and manage any overdue accounts with sensitivity and professionalism.
5. Problem Resolution
   • Address and resolve client concerns and complaints efficiently, escalating to senior management when necessary.
   • Implement feedback mechanisms to identify recurring issues and recommend improvements.

Key Requirements

1. Experience and Knowledge
   • Proven experience in an administrative or client-facing role, preferably within the grounds maintenance, landscaping, or facilities management sector.
   • Familiarity with grounds maintenance operations and terminology is a distinct advantage.
2. Skills and Competencies
   • Excellent communication skills, both verbal and written, with a customer-focused mindset.
   • Strong organizational and multitasking abilities, with attention to detail and accuracy.
   • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM software.
   • Problem-solving skills with a proactive approach to managing challenges and improving processes.
3. Qualifications
   • A high school diploma or equivalent is required; additional qualifications in business administration, customer service, or a related field are preferred.

Attributes

• A positive attitude and willingness to go the extra mile to exceed client expectations.
• The ability to work collaboratively in a team environment while managing individual responsibilities independently.
• Resilience and adaptability in a dynamic work environment with competing priorities.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career progression.
• A supportive and collaborative working environment.
• The chance to contribute to impactful projects that enhance outdoor spaces for communities and businesses.

Perks and Benefits

• Free gym access if you are Head Office based or subsidised national gym memberships if you are based elsewhere.

• Nursery Vouchers, Cycle to work scheme and Travel loans

• Medigold employee support, Free Flu Jabs, online private GP service and a premium subscription to Calm, the wellbeing app

• A supportive, entrepreneurial working environment that fosters collaboration.

• Training, development, coaching and mentoring plans including our GC Leadership Academy, job specific accreditations and higher education opportunities

• Hybrid working opportunities with time in the office including breakfast Mondays and dog friendly Fridays.

• Financial benefits include yearly bonus scheme, access to Wagestream and employee share options