Job Introduction
Customer Service Manager – London Satellite Offices
đź“Ť London | Full-time | Permanent
🕒 40 hours per week (Monday–Friday, with flexibility required)
At Rapport, exceptional service starts with exceptional people. We’re looking for a confident and people-focused Customer Service Manager to oversee operations across our London offices, ensuring every employee and visitor experience reflects the high standards we are known for.
This is a fantastic opportunity for an experienced leader who enjoys variety, thrives in fast-moving environments, and takes pride in building strong teams and client relationships.
In this role, you will lead a team responsible for delivering seamless customer service across multiple locations. You’ll work closely with clients, landlords, and internal stakeholders to maintain smooth day-to-day operations while continuously looking for ways to improve processes and elevate the overall experience.
What’s in it for you?
Financial Benefits
Travel and grocery discounts
Life assurance
Access to employee reward and recognition programmes
Future Security
Contributory pension scheme
Health & Wellbeing
Employee Assistance Programme
Access to digital GP services
Wellbeing initiatives and resources
Learning & Development
Ongoing training and career development opportunities
Recognition
WOW Awards recognising exceptional contributions from team members
Community
One paid volunteering day each year to support a cause important to you
Key Responsibilities
Oversee customer service operations across the London satellite offices, ensuring a consistent and high-quality experience.
Lead, support, and motivate the Customer Service team to deliver outstanding service every day.
Manage service delivery across reception, meeting rooms, events, and AV support where required.
Act as the main escalation point, resolving issues quickly and professionally.
Identify opportunities to improve processes, service standards, and efficiency.
Recruit, onboard, and develop team members, creating a positive and engaged team culture.
Manage rotas, payroll processes, and operational administration to ensure smooth service delivery.
Ensure Health & Safety and compliance standards are consistently maintained.
Build strong relationships with clients, landlords, and internal stakeholders.
Produce reports and support contract performance, retention, and growth.
Provide operational support across other regional offices and the London Head Office when required.
About You
At least two years’ experience in a managerial role, ideally within customer service, hospitality, or workplace services.
Experience leading teams across multiple locations or service areas.
Strong organisational and administrative skills.
Confident communicator who can engage with stakeholders at all levels.
Comfortable working independently and managing competing priorities.
Proficient in Microsoft Office.
A proactive problem solver who remains calm under pressure.
Positive, collaborative leadership style with a focus on team engagement.
About Rapport
Rapport Guest Services is an award-winning provider of guest and workplace services for organisations across the UK, Ireland, and internationally. As part of Compass Group UK & Ireland, we combine a people-first culture with industry-leading service delivery.
We are committed to creating an inclusive workplace where everyone can succeed and grow. Rapport is proud to be a Disability Confident Employer, supporting opportunities for individuals with additional needs.
Learn more about us at www.rapportservice.com
Application Process
We aim to review all applications and respond within 5–7 working days. Due to the high number of applications we receive, we recommend applying for the role that best matches your experience. Please remember to check your junk or spam folder for our response.