At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service in a vibrant office environment.
- Company: Join Rapport Guest Services, an inclusive employer committed to diversity and support.
- Benefits: Enjoy travel discounts, wellness programs, and extensive professional development opportunities.
- Other info: Be part of a supportive culture that celebrates diversity and prioritises wellbeing.
- Why this job: Make a real impact while growing your career in a fast-paced, creative setting.
- Qualifications: Previous team leadership experience and a passion for excellent guest service are essential.
The predicted salary is between 30000 - 40000 £ per year.
This job is with Rapport Guest Services, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
At Rapport, we create workplaces where people feel welcomed, supported, and inspired. If you're a confident, people-first leader who thrives in creative environments and loves delivering exceptional service, this could be the perfect next step in your career.
As the Customer Service Supervisor, you'll be at the heart of our vibrant Edinburgh office. This is a fast-paced, design-led environment where no two days are the same and great service truly makes a difference.
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
- Oversee the smooth daily operation of a corporate office.
- Deliver a warm, professional, and personalised welcome to all visitors.
- Ensure all spaces - from client-facing areas to meeting rooms - meet the highest standards of presentation, cleanliness, and functionality.
- Manage maintenance issues with ownership and pace, keeping stakeholders informed throughout.
- Support the end-to-end delivery of onsite meetings, workshops, and events.
- Coordinate event logistics, including planning, catering, communications, and reporting.
- Inspire, mentor, and develop the Customer Services team, fostering a positive, high-performing culture.
- Monitor training needs using a skills matrix and coordinate ongoing development.
- Lead performance reviews, probation meetings, PDRs, and regular one-to-ones.
- Build strong, collaborative relationships with clients, landlords, and service partners.
- Prepare clear and concise reports on a weekly, monthly, quarterly, and annual basis.
- Handle complaints professionally, ensuring appropriate escalation and documentation.
- Maintain up-to-date Health & Safety documentation and ensure full compliance.
Ideal Candidate
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Preferably have previous team leadership experience in front-of-house within a luxury hotel, premium airlines, or a corporate business environment.
- Have passion to deliver excellent guest service in everything that they do.
- Be adaptable and flexible, creative and proactive, organised and detail-oriented, process-driven, and resourceful with a can-do attitude.
- Have excellent time management and communication skills (verbal and written).
- Be able to easily build rapport with key stakeholders (internal, external and VIPs).
- Will be from a luxury hotel background within a 4 star or 5 star property.
- 2 plus years of team management essential; F&B events experience advantageous but not essential.
Why Rapport?
Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport. We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone's differences and diverse backgrounds. We have created a number of Employee Networks as part of our "Be Yourself at Rapport" programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do. Our Ambassadors' mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in. Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.
About the Company
Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong. We are very proud to count some of the UK's most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.
Our most prestigious awards include: In the 2021 'Best Companies to work for' awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes). We were awarded three stars from 'Best Companies', their ultimate accolade, in 2021 signifying a 'World Class' company. Top 30 Best Places to Work in Hospitality in 2021 winner. Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019. Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company.
Please visit our website for further information and before applying to learn more about Rapport and our clients. 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 Supervisor employer: Rapport Guest Services
Rapport Guest Services is an exceptional employer that prioritises inclusivity and employee development, making it a fantastic place to grow your career as a Customer Service Supervisor in the vibrant city of Edinburgh. With a strong focus on personal and professional growth, employees benefit from extensive training opportunities, wellness programmes, and a supportive work culture that celebrates diversity and community engagement. Enjoy exclusive perks such as travel discounts, a contributory pension scheme, and the chance to make a meaningful impact through paid volunteer days.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and join relevant groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how you can contribute to their mission. This will help you stand out as a candidate who truly gets what they're all about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the real interviewers.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your appreciation and keeping you top of mind for the hiring team. Plus, it’s a great chance to reiterate your enthusiasm for the role.
We think you need these skills to ace Customer Service Supervisor
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for customer service and leadership. Make it engaging and relatable!
Tailor Your Application:Make sure to customise your application to match the job description. Highlight your relevant experience in team management and customer service, especially if you've worked in luxury environments. We love seeing how your background aligns with our values!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. This helps us quickly understand your qualifications and how you can contribute to our vibrant team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Rapport and what we stand for!
How to prepare for a job interview at Rapport Guest Services
✨Know the Company Inside Out
Before your interview, take some time to research Rapport Guest Services. Understand their values, mission, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your People Skills
As a Customer Service Supervisor, your ability to connect with people is crucial. Prepare examples of how you've successfully managed teams or resolved customer issues in the past. Highlight your leadership style and how you inspire others to deliver exceptional service.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think of specific situations where you demonstrated your adaptability and resourcefulness, especially in high-pressure environments.
✨Ask Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the team culture, training opportunities, and how Rapport supports its employees' development. This shows you're not just interested in the role, but also in growing with the company.
