Job Introduction
We are recruiting a Client Services Manager to lead a fantastic Rapport team based in Baker Street.
The Client Services Manager will oversee the smooth running of the Front of House Department which includes but is not limited to Reception, Call Services and Helpdesk, with a key focus on the constant development of the service, including planning and shaping client services for a new, state-of-the-art facility in a prime central location near Oxford Street in the near future.
Our client is an accountancy and business advisory firm, where excellence and passion are the norm every single day.
This role comes with fantastic additional benefits of complimentary daily breakfast, lunch and refreshments in the restaurants while on duty.
Type of contract: Full-time, Permanent
This is a maternity cover role (ideal start date: 1st Feb 2025), however we are offering a permanent, full-time contract (40 hours per week). At the end of the maternity cover period, you will be re-deployed to an alternative site within the Rapport portfolio (subject to T&C).
Hours: 40 per week (Monday-Friday, shift rota basis between 7 AM and 7 PM)
Salary: £46,000
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 GP services for holistic 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!
Main Responsibilities
- To inspire, engage and guide the team towards the achievement of service excellence, ensuring exceptional operational standards.
- To oversee the onsite operations, ensuring delivery of excellent service as expected and within agreed SLA’s and KPI’s.
- To work effectively with others in the organisation, seeking input, contributing ideas and sharing relevant information ideas and suggestions with the team.
- To maintain a strong awareness of business activity and ensure that the client expectations about front of house services are consistently delivered and developed.
- To demonstrate strong data analysis skills, preparing and delivering insightful monthly and quarterly reports to track performance and identify improvement opportunities.
- To stay close to the business and the client and develop excellent working relationships, at all levels.
- To develop and comply with standard operating procedures (SOPs) manual and keep up to date with new information.
- To guide and develop team members on a daily basis.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Strong project management skills
- Preferably have previous team leadership experience in front-of-house within a luxury hotel, premium airlines, or a corporate business environment
- Have passion to deliver excellent guest service in everything that they do
- Be adaptable and flexible, creative and proactive, organised and detail-oriented, process-driven, and resourceful with a can-do attitude
- Have excellent time management and communication skills (verbal and written)
- Be able to easily build rapport with key stakeholders (internal, external and VIPs)
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.
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.