Client Services Team Leader

We are looking for a Client Services Team Leaderto join Rapport at our client's prestigious Magic Circle Law Firm located in their flagship building at London Bridge. In this role, you will lead a dedicated and friendly team of 9 receptionists, whilst reporting into the Deputy and Client Services Manager ensuring that all client needs are not only met but surpassed with professionalism and warmth.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday; shift rota basis between 7 AM and 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:

• Supervise the daily operational activities of the reception desks, including oversight of the Network Team.
• Ensure adherence to established protocols and service quality standards in line with our Service Level Agreement.
• Collaborate with the Deputy & Client Services Manager to meet business goals and requirements.
• Guarantee that all deadlines are consistently achieved.
• Managing rotas, sickness, lateness and staffing issues.
• Review of existing standards and policies while implementing new best practices to ensure we adapt to the client needs.
• Support withthe recruitment process, onboarding, training and development of the team members, including managing their performance and support with reviews and PDRs.
• Assist with HR-related matters, including note taking and investigations.
• Coordinate and assign training programs for the team.
• Engage closely with key stakeholders and other service partners.
• Facilitate the training of new receptionists and the network team, ensuring that training log checklists are completed accurately.

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally, have previous experience in leading a front-of-house team within a similar role
• Have strong leadership skills, along with the ability to motivate a team into high performance
• Possess customer service drive with outstanding communication abilities and active listening skills
• Have a good understanding of all front-of-house management best practices and expectations
• Take the initiative to discover creative methods for enhancing processes and boosting efficiency
• Be proactive, adaptable, and flexible, with a keen eye for detail and a strong desire to learn and develop
• Have a friendly demeanor that allows you to effortlessly connect with important stakeholders
• Show a genuine passion for providing exceptional service and always strive to exceed expectations

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.