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- Tasks: Lead and inspire a dynamic Customer Service team across London satellite offices.
- Company: Join Rapport, a multi-award-winning company with a people-first culture.
- Benefits: Enjoy travel discounts, wellness programs, and endless learning opportunities.
- Why this job: Make a real impact by creating unforgettable experiences for clients and visitors.
- Qualifications: 2+ years of managerial experience and strong communication skills required.
- Other info: Be part of a supportive team that values inclusion and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
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 you’ll 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.
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.
Customer Service Manager London Satellite Offices employer: Chartwells - Independent
Contact Detail:
Chartwells - Independent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager London Satellite Offices
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Rapport through LinkedIn. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service management. Think about how you can showcase your leadership skills and problem-solving abilities in real-life scenarios.
✨Tip Number 3
Show your passion for creating exceptional experiences! During interviews, share specific examples of how you've turned challenges into opportunities for great service in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Service Manager London Satellite Offices
Some tips for your application 🫡
Show Your People Skills: As a Customer Service Manager, your ability to connect with people is key. Make sure your application highlights your experience in leading teams and building relationships. We want to see how you’ve inspired others and created memorable experiences!
Be Specific About Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your managerial skills. Use numbers or examples to show how you’ve improved processes or enhanced customer satisfaction. This helps us see the impact you've made!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and responsibilities mentioned in the job description. We love seeing candidates who align with our mission of creating exceptional experiences.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy and ensures your application goes straight to us. Plus, you’ll get to explore more about our company culture while you’re at it!
How to prepare for a job interview at Chartwells - Independent
✨Know the Company Values
Before your interview, take some time to really understand Rapport's core values like Creating Rapport and Being Brilliant. Think about how your own experiences align with these values and be ready to share specific examples that demonstrate your commitment to a people-first approach.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to inspire and empower your team. Prepare to discuss your previous managerial experiences, focusing on how you've led diverse teams and handled challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Be Ready to Problem-Solve
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to manage escalations or improve processes. Highlight your calmness and creativity in these situations, as well as your customer-first mindset.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, and company culture. This shows your genuine interest in the position and helps you determine if it's the right fit for you too.
