Change and Engagement Lead (DLCEL)

Job Introduction

We are delighted to be recruiting a Change and Engagement Lead to join Rapport. This is an exciting opportunity to lead the Change and Engagement Workstream in providing people change strategic direction, to drive the people and cultural change agenda. This is a dynamic role that requires managing change, communication, learning and development and Project Management.

Our client is one of the Big Four Accountancy firms in the world, and you will play a crucial role in delivering a 5* memorable experience to our clients, guests, visitors, and key stakeholders.

This is a full-time, permanent role (40 hours per week), working from Monday to Friday with the opportunity to work flexibly. 

Main Responsibilities

• Accountable for the overall change, training and communications strategy, and delivery of the Workplace Services’ Vision.
• Accountable for creating and implementing change management strategies and plans that maximise employee adoption (Think, Feel, Do) and minimise resistance.
• Lead and coach the project team members.
• Develop and implement an effective communication and change adoption strategy that builds engagement and awareness to enable successful adoption of the Workplace Services Strategy.
• Create and manage the internal communication campaign and plan to support the successful implementation of the transformation programme for our operators.
• Oversee marketing plan to promote all the catering and hospitality spaces and other Workplace Services available to the business.
• Oversee the Learning & Development plan to ensure accurate training needs are identified from the change impact assessments and impactful learning materials are created and deployed to maximise adoption of the Workplace Services’ Vision.

The Ideal Candidate

• Experience of managing change (delivery) programmes in a fast-paced environment.
• Significant experience in developing and executing internal communications campaigns to support large-scale business programmes and transformations.
• Strong analytical capability, commercial and financial acumen.
• Stakeholder management: able to build and maintain a range of senior stakeholder relationships and influence stakeholders to support change agenda.
• Ability to communicate complex problems / solutions in an articulate manner.
• A strategic thinker with a consultative approach.
• Ability to quickly establish credibility and respect and build strong working relationships.
• An experienced people manager, able to lead and motivate large teams.
• Experience of working with external 3^rd parties including creative agencies / marketing teams.
• Hospitality sector background, preferred.
• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Have proven leadership/people management and customer/client service delivery skills in a similar role within a five-star establishment (e.g., luxury hotel, premium airline, or corporate environment)
• Have the ability to create immediate rapport and effectively communicate on all levels
• Be highly organised, with passion for delivering high standard service and going the extra mile
• Have great interpersonal skills, an outgoing and vibrant personality.
• Demonstrate an excellent command of the English language, both in verbal and written communication
• Be IT and computer literate.
• Be self-motivated and able to adapt to a changing environment.
• Possess the ability to prepare and present monthly and quarterly presentations.
• Have a financial understanding and managing budgets. 

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About the Company

Some of our benefits include:

• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your groceries with discounts on Tesco, Sainsbury’s, Morrisons and other major brands
• A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
• Regular emails filled with the best discounts and savings available
• Receive cash rewards every time you spend and use them on a wide range of brands
• Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
• Contributory pension scheme
• Access to wellness programs to promote the mental health and well-being of our Ambassadors
• Employee Assistance Program to guide and support our team members
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Learning & development opportunities to support your personal and professional development and growth
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.

We will contact applicants within 5-7 workings days. Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.

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