Job Introduction
We are looking for an experienced and people-focused Deputy Client Services Manager to support the delivery of outstanding front-of-house and client service operations. This is a hands-on leadership role where you’ll inspire teams, build trusted client relationships, and ensure day-to-day services run seamlessly. Working closely with the Guest Service Manager, you’ll play a key role in maintaining service excellence, driving performance, and upholding company and client standards.
This role is ideal for someone who thrives in a busy client-facing environment, enjoys developing others, and takes pride in creating welcoming, high-performing service experiences.
Join a dynamic team where no two days are alike, and growth, collaboration, and excellence are at the heart of everything we do. This role offers the opportunity to work across 7 vibrant reception areas spread over 4 impressive buildings, with regular rotation to keep each day fresh and engaging.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday - Friday, shift rota basis between 7 AM and 7 PM)
Salary: £42,649 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
- Inspire, motivate, and support the front-of-house team and Team Leader to consistently deliver exceptional service.
- Support the Guest Service Manager with the smooth running of daily operations, including reception oversight, rotas, uniform standards, and clear desk policies.
- Build and maintain strong working relationships with clients, ensuring their needs are understood and exceeded.
- Ensure service level agreements (SLAs), protocols, and company standards are met at all times.
- Monitor performance metrics, prepare reports, and ensure accurate, timely reporting aligned with client expectations.
- Provide coaching, feedback, and performance evaluations, identifying development opportunities and addressing issues proactively.
- Assist with recruitment, onboarding, training, and ongoing development of team members.
- Support disciplinary and grievance processes in line with company policies.
- Communicate clearly and effectively through team meetings, briefings, and written documentation.
- Maintain and update standard operating procedures (SOPs), trackers, and account documentation.
- Prepare monthly management reports in collaboration with the Guest Service Manager.
- Identify, escalate, and help resolve risks that could impact service delivery or client satisfaction.
- Cover for the Guest Service Manager during periods of absence.
- Support management initiatives, helping the team adapt smoothly to new processes or expectations.
- Contribute innovative ideas to continuously enhance and elevate the service experience.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- A confident and motivating leader with the ability to coach and develop high-performing teams.
- Excellent verbal and written communication skills, with a professional and persuasive approach.
- Strong organisational skills and attention to detail, with the ability to manage multiple priorities.
- A proactive problem-solver who can identify issues early and take appropriate action.
- Demonstrated ability to build trusted client relationships and maintain service excellence.
- High level of professionalism, discretion, and confidentiality.
- Confident using IT systems, visitor management platforms, and reporting tools.
- Good knowledge of building facilities and the ability to advise and direct guests effectively.
- Committed to personal development and continuous improvement for yourself and your team.
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.