Job Introduction
We have a wonderful opportunity for a Dedicated Cover Team Leader to join our vibrant and dynamic team at one of Rapport's prestigious client site. The client's portfolio covers a range of offices and retail estate in the heart of the City of London.
As Team Leader, you will lead, coach, and support the team to deliver exceptional service and high performance. You will also take ownership of operational and administrative responsibilities, supporting the success of both Rapport and our clients portfolio.
This is a full-time, permanent role (40 hours per week), on a shift rota basis from Monday to Friday between 7 AM to 7 PM.
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
Ensure all client services are delivered efficiently, consistently, and in line with agreed service standards, including lobby hosting, hospitality, and customer amenities.
Respond to enquiries and requests in person, by telephone, and via email in a timely and professional manner.
Maintain strong awareness of business activity, communicating updates, procedural changes, and client requirements to the team.
Act as the main point of contact for the dedicated cover team regarding lateness, absences, and day-to-day communication with onsite teams.
Lead, coach, and motivate the Front of House team, fostering a positive, collaborative, and high-performing culture.
Conduct probationary, mid-year, and end-of-year performance reviews for team members within your cluster.
Deliver onsite training and support inductions for new starters, ensuring a smooth onboarding experience and compliance with standards.
Support the Front of House Manager and Account Director with administrative and operational duties, including rota management, payroll updates, and other ad hoc tasks as required.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Ideally have at least one year of leadership and customer service experience in a similar role (e.g., front-of-house reception experience in a luxury hotel, premium airline, or corporate environment)
- Be enthusiastic with integrity, a can-do attitude, and great attention to detail
- Possess passion about delivering great service and taking responsibility for the contribution to the team
- Be able to create a friendly and collaborative environment, ensuring uncompromising standards of cleanliness, creating a safe workplace
- Have great interpersonal skills, an outgoing and vibrant personality
- Demonstrate an excellent command of the English language, both in verbal and written communication
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.