Job Introduction
We are looking for a Community Manager to join our award-winning Rapport team. You will be based in one of our client's offices in a prime Central London location, between Oxford Circus and Piccadilly Circus. Our client is a leading global property management company, and you will play a key role in managing this modern flexible workplace, focused on creating a thriving business community and supporting the wellbeing of small and growing companies. You will be responsible for driving community engagement, planning and delivering a varied programme of events and experiences and fostering meaningful connections between occupiers. You will also lead the onsite Community Team, who are collectively responsible for delivering the exceptional service standards that are a hallmark of this vibrant workplace.
The position holder will take the lead on delivering excellent day-to-day service standers, ensuring focus on community interaction and wellness, as well as being a key point of contact for ongoing evaluation and monitoring of the member services offered within the space.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday; on a shift rota basis between 8 AM – 6 PM, with flexibility in the hours of work required as per business needs)
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
- Delivering an outstanding customer experience and value-added service to our members.
- Supporting the wider business objectives and ensuring a high retention rate.
- Coaching and training the Community Team and working closely with the onsite General Manager.
- Creating an exciting space that buzzes with activity, ideas, and interaction through various community engagements, events, and projects.
- Being instrumental in creating a collaborative community environment and acting as a main point of contact for all customers and support services.
- Ensuring the correct H&S procedures are adhered to, documented, and followed up.
- Supporting new customer viewings of the floor space, through demonstrating expertise and pride in the brand and your working environment.
- Managing any complaints or concerns, and liaising with the relevant departments (e.g., Facility Management, Helpdesk, Property Management, Finance, Customer Experience, Sustainability, Leasing, etc.) in a timely and efficient manner.
- Seeking feedback on regular basis to ensure consistent and innovative service at all times.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Have previous experience in a direct client-facing environment (e.g., luxury hospitality, office leasing, flexible/co-working spaces).
- Possess strong written and verbal communication and interpersonal presentation skills.
- Be confident and passionate about technology and innovation.
- Have experience in staff training/coaching, great leadership skills and strong team engagement.
- Be able to create immediate rapport with stakeholders at different levels, and confident in dealing with complaints and problem resolution.
- Act in a calm and decisive manner under pressure, while also being confident and have discretion and diplomacy.
- Be proactive, organised, flexible, with great attention to detail, strong time management skills and ambition to learn and grow.
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 at www.rapportservice.com.
Rapport vacancies often attract a high volume of applications, but every application is personally reviewed by a member of our recruitment team. We take the time to read your application and consider your experience against the requirements of the role, so there is always a person behind the process reviewing your application.
To ensure we can give each candidate and application the attention it deserves, we can only consider one application per candidate at a time. Even if you have applied for multiple vacancies, we will focus on the role that best matches your experience and background. We therefore encourage you to carefully consider which opportunity is the strongest fit for you before applying. Please keep an eye on your inbox, including your junk/spam folder, for updates from our recruitment team.