Job Introduction
Customer Service Manager – London Satellite Offices
Full-time | Permanent | 40 hours per week (Monday–Friday, flexibility required)
At Rapport, we believe in Creating Rapport, Being Brilliant, Embracing an Innovative Spirit, Walking Tall, and Being Stronger Together. If you’re a people-first leader who thrives in fast-paced environments and loves turning great service into unforgettable experiences, this could be the role for you.
You’ll be the driving force behind our London satellite offices — the person who ensures everything runs smoothly day-to-day while continuously raising the bar for employee and visitor experience.
From leading and inspiring your Customer Service team to spotting opportunities to streamline processes and introduce fresh ideas, you’ll play a key role in delivering best-in-class service across every location. You’ll also be our relationship-builder-in-chief, developing strong, trusted partnerships with clients, landlords, and contract managers through open communication and genuine collaboration.
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
- Run the show across all London satellite offices, ensuring Customer Service, Events, and AV experiences are seamless, consistent, and memorable.
- Inspire and empower your team, confidently delegating, leading projects, and keeping momentum high.
- Act as the go-to problem solver, managing escalations with calm, creativity, and a customer-first mindset.
- Drive operational excellence through audits, insights, and innovative ways of working.
- Recruit, onboard, coach, and develop exceptional talent, building a motivated, high-performing team.
- Keep operations running like clockwork — managing rotas, timekeeping, payroll, budgets, and all behind-the-scenes activity.
- Champion Health & Safety and compliance standards across all locations.
- Build and maintain strong working relationships with clients, landlords, and partners.
- Prepare reports and support account success, retention, and growth.
- Provide support across other regional offices and the London Head Office when required.
The Ideal Candidate
- Minimum of 2 years’ managerial experience, with a proven ability to lead multi-site or diverse teams.
- Strong business administration skills and confidence working independently.
- An excellent communicator, comfortable engaging at all levels.
- Highly organised with exceptional time-management and attention to detail.
- Proficient in Microsoft Office.
- A confident decision-maker with strong problem-solving skills.
- Adaptable, proactive, and comfortable in fast-paced environments.
- A positive, collaborative leader who genuinely cares about team culture and engagement.
If you’re ready to walk tall, lead with purpose, and create exceptional experiences every day — we’d love to meet you.
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.