Job Introduction
We’re seeking a seasoned Community Manager Team Lead to become part of our exceptional Rapport team based in central Manchester.
You’ll be joining a growing and collaborative EMEA team of 24, spread across the region but closely connected in how they work. The team is excited to welcome a new colleague who will play an important on‑site role, helping to cultivate an engaged, positive workplace community. In this position, you’ll support employee satisfaction, act as a key point of contact for day‑to‑day queries, and help ensure a smooth, supportive experience for everyone on site.
Our client is a fast‑expanding, globally recognised American banking and financial services organisation. This role presents a fantastic opportunity to contribute to a large‑scale global alignment project while delivering an elevated, hotel‑style service experience to stakeholders at every level.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday; on a shift rota basis between 8 AM – 5:30 PM)
What will you get?
- Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! PLUS, in-house coffee, breakfast and lunch are included!
- 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
- Managing, training, and continuously engaging with the team to ensure high levels of productivity.
- Working alongside the team to ensure efficient and outstanding service levels are delivered at all times.
- Driving local engagement and increasing staff satisfaction through on-site initiatives.
- Being the on-site presence of Facilities, Hospitality, and Concierge services across all floors.
- Helping drive local strategy, GCED initiatives, culture and programs creating relationships with key stakeholders.
- Ensuring the shared spaces, meeting rooms, event space, and collaboration areas are instantly ready to be used for more efficient use of the client’s time.
- Providing a “one stop shop” for all on floor-related issues, all hospitality and concierge services, managing a high-volume workload.
- Ensuring the correct H&S procedures are followed and documented. This is to include but not limited to H&S checks, fire awareness procedure, emergency contacts, incidents/accidents/near missed procedures.
- Managing any complaints or concerns and liaise with relevant departments in a timely, efficient manner, escalating to management accordingly and ensuring it has been documented appropriately and as per agreed process where applicable.
- Actively engaging and encouraging client and guest feedback, and driving change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team.
- Being involved in staff events from the social aspect to planning and implementing with the office leadership team.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Build strong rapport quickly with key stakeholders, including clients, visitors, and VIPs.
- Maintain exceptional personal presentation and demonstrate outstanding interpersonal skills.
- Be proactive, organised, adaptable, and detail‑focused, with strong time‑management skills and a desire to learn and develop.
- Bring creativity and the ability to think innovatively, offering fresh ideas and solutions.
- Approach complaints or issues with confidence and professionalism.
- Remain calm, clear‑headed, and decisive under pressure, while demonstrating confidence, discretion, and diplomacy.
- Ideally have prior customer service experience in a similar environment, such as corporate settings, luxury hospitality, or airlines.
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.