Job Introduction
We are looking for a Client Services Team Leader to join our Rapport team, based in our client's offices in Canary Wharf. Our client is one of the Big 4 Accounting firms, and this is your chance to be part of a prestigious environment.
As a Team Leader, you will lead and motivate a high-performing team of Client Service Ambassadors. Your strong leadership, client management, and operational expertise will be vital in ensuring client satisfaction, team development, and achieving key performance indicators (KPIs).
You will report to the Client Services Account Manager and work alongside 2 supervisors. Together, you will oversee a dedicated team of 18 front-line Ambassadors.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, shift rota basis between 7 AM and 7 PM)
Salary: £38,600 per annum
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:
- Responsible for ensuring all standards, procedures and processes are upheld, including designing and delivering training to new and existing team members, recruitment and onboarding, and team engagement and feedback.
- As part of the role the CSS Team Leader will be responsible for completing audits and reports to give in depth insight into team performance.
- Liaising with other Supervisors and Managers, the CSS Team Leader will oversee the operational delivery of all client facing activities, ensuring all are delivered in line with the organisers vision, and that all areas are delivered as per the booking and within agreed budget.
- In addition to the duties contained within this job specification, the company reserves the right to require you to carry out other duties as necessary to meet the needs of the client.
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Have previous experience as a Supervisor/Team Leader ideally in a luxury establishment (e.g., 5-star hotel or corporate environment) and be ready to manage a larger team.
- Exhibit a proven track record of building relationships, resolving issues, and exceeding client expectations.
- Possess the ability to create rapport, connecting with people and anticipating their needs.
- Display excellent communication and interpersonal skills, with strong active listening abilities.
- Show strong problem-solving and decision-making skills, analysing situations to implement effective solutions.
- Have a customer service orientation focused on exceeding expectations, with a genuine desire to help guests.
- Be adaptable and open to change, thriving in a fast-paced environment while maintaining positivity and enthusiasm.
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.