Client Services Director

Job Introduction

We are seeking a Client Services Director who will be responsible for delivering exceptional conferences, meeting & events, and front of house guest experiences across a multi-site portfolio. Our client is a leading global financial, private equity and investment firm.

This role provides strategic and operational leadership to a team of 28 dynamic receptionists, community ambassadors and events team across offices two locations in London and Glasgow.

The Client Services Director ensures strong engagement with both the onsite teams and the client, maintaining consistently high service standards and executing seamless, professional guest journeys.

Type of contract: Full-time, permanent

Hours: 40 per week (Monday-Friday; on a shift rota basis with flexibility as per business needs)

Salary: Up to £60,000 per annum

Main Responsibilities:

Conference & Events Delivery

• Oversee the end-to-end planning and execution of conferences, meetings, and events across all locations.
• Ensure all guest experiences are delivered seamlessly, professionally, and in line with client expectations.
• Act as the primary escalation point for complex or high-profile events.

People Leadership & Engagement

• Lead, develop, and inspire a team of 28 receptionists across multiple sites and cities.
• Work in close partnership with the Front of House Manager to maintain visibility, consistency, and strong team relationships.
• Drive engagement, performance management, coaching, and development across the team.
• Ensure appropriate resourcing, rota planning, and Network team coverage across all locations.

Client Relationship Management

• Build and maintain a strong, trusted relationship with the client and key stakeholders.
• Act as a key point of contact for front-of-house, conference and event-related service delivery.
• Proactively identify opportunities to enhance the guest experience and add value for the client.

Operational Excellence

• Ensure consistent service standards across Glasgow, London, and potential further locations.
• Develop and maintain SOPs, steps of service, and best practices for the front-of-house experience, conferences and events.
• Monitor service delivery, guest feedback, and KPIs, implementing improvements where required.

Collaboration & Growth

• Support mobilisation and integration where necessary.
• Work collaboratively with wider workplace, hospitality, and facilities teams.
• Champion a culture of professionalism, warmth, and service excellence.

The ideal Candidate will:

Essential

• Proven experience managing conferences, events, and front-of-house operations in a corporate or premium hospitality environment.
• Strong people management experience, ideally across multi-site teams.
• Excellent client-facing and stakeholder management skills.
• Ability to lead through influence, build trust, and maintain high team engagement.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.

Desirable

• Experience working in a global or multi-country environment.
• Exposure to mobilising or expanding services into new locations.
• Knowledge of workplace services, corporate hospitality, or FM environments.

Personal Attributes

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Professional, confident, and calm under pressure.
• Approachable leadership style with a strong service mindset.
• Proactive, solutions-focused, and adaptable to change.
• Passionate about delivering exceptional guest experiences.

What will you get?

• Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards!  
• Secure Your Future: Benefit from a contributory pension scheme for a stable financial tomorrow.
• Health Matters: Access wellness programs, an Employee Assistance Program, and digital counsellor services for wellbeing support. 
• Thrive Personally & Professionally: Unlock endless learning and development opportunities to elevate your career!
• Celebrate Excellence: Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
• Give Back to Community: Take one paid day off annually to support a cause you’re passionate about! 

About us

Rapport Guest Services is a multi-award-winning company, delivering front- and back-of-house guest services for leading organisations across the UK, Ireland, and globally. As part of Compass Group UK&I, we combine people-first culture with exceptional service standards.

We are proud of our commitment to inclusion, wellbeing, and creating opportunities for everyone to thrive. We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.

Find out more about us and our values at www.rapportservice.com.  

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.