At a Glance
- Tasks: Lead a team to deliver exceptional client services and manage meeting room bookings.
- Company: Join Rapport, a multi-award-winning guest services company with a people-first culture.
- Benefits: Enjoy a competitive salary, professional development, and a supportive work environment.
- Other info: Flexible working hours and opportunities for personal growth in a dynamic setting.
- Why this job: Make a positive impact by creating memorable experiences for clients and guests.
- Qualifications: Strong leadership skills, excellent communication, and a proactive attitude are essential.
The predicted salary is between 32782 - 32782 £ per year.
We’re looking for a polished and personable Client Services Supervisor to join the Rapport team at a prestigious Liverpool client site, supporting a leading accountancy and business advisory firm. This role suits someone who enjoys creating positive first impressions, building rapport with guests, and delivering consistently high standards in a professional environment.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, shift rota basis with flexibility as per business needs)
Salary: £32,782 per annum
Main responsibilities:
- Team Leadership: Lead and manage a team of 4, providing guidance, support and development opportunities. Conduct regular one-to-ones with team members to discuss performance, provide feedback, and identify training needs.
- Client Service & Switchboard / Call Services: Lead by example in delivering a warm, courteous and prompt service to all internal and external clients. Oversee call handling for all Call Services, ensuring calls are answered professionally and within agreed SLAs. Act as an escalation point for complex or sensitive client enquiries. Build and maintain strong relationships with clients, PAs, bookers, and senior stakeholders across all sites. Monitor team inboxes and call queues to ensure emails and enquiries are actioned accurately and within SLA. Identify service issues or trends and implement corrective actions.
- Meeting Room Reservations, Events & Central Bookings: Oversee the management and administration of meeting room reservations, ensuring accurate scheduling, appropriate room allocation, and effective utilisation of space. Provide end-to-end coordination of meeting room bookings and events in line with SLAs. Provide escalation support for complex, high-profile, or large-scale events. Ensure room configuration, capacity, AV and VC arrangements meet booking requirements. Monitor conflicts, cancellations and changes, ensuring timely resolution and communication. Coordinate with Facilities, IT, Hospitality, and Catering teams to deliver successful meetings and events. Attend planning meetings with bookers when required.
- Facilities Helpdesk: Oversee the operation of the Facilities Helpdesk and associated systems (CAFM and room booking platforms). Ensure all tickets are logged, prioritised, and resolved within SLAs. Escalate urgent or critical building, equipment, or safety issues. Monitor outstanding requests and ensure completion prior to meetings or events. Maintain accurate updates and clear audit trails. Identify recurring issues and support continuous improvement initiatives.
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Have a positive, outgoing personality and be able to easily build rapport with key stakeholders
- Be proactive, flexible and adaptable, with great attention to detail and ambition to learn and grow
- Display excellent personal presentation and interpersonal skills
- Be computer literate, with excellent communication skills, verbal and written, with professional telephone and email etiquette
- Demonstrate the ability to work independently and manage own workload
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.
Client Services Supervisor - Liverpool employer: Rapport Guest Services
Rapport Guest Services is an exceptional employer, offering a vibrant work culture that prioritises inclusion and employee wellbeing. As a Client Services Supervisor in Liverpool, you will lead a dedicated team while enjoying opportunities for professional growth and development within a prestigious accountancy and business advisory firm. With a commitment to high service standards and a supportive environment, Rapport empowers its employees to thrive and make meaningful contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Supervisor - Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rapport Guest Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rapport Guest Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Services Supervisor - Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rapport Guest Services:Your cover letter is your chance to shine! Tell us why you want to work at Rapport Guest Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rapport Guest Services!
How to prepare for a job interview at Rapport Guest Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
