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- Tasks: Lead a dynamic customer service team and ensure top-notch service delivery.
- Company: Join Rapport, a multi-award-winning company with a people-first culture.
- Benefits: Enjoy travel discounts, wellness programs, and a contributory pension scheme.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Previous supervisory experience and strong communication skills are essential.
- Other info: Opportunities for personal growth and community involvement through paid volunteer days.
The predicted salary is between 28800 - 43200 £ per year.
We are recruiting for a Customer Service Team Lead to be part of the Rapport team, based at our client's office in Fenchurch Street. You will be part of a large and diverse team that supports our client: a Fortune Global 500 company, where excellence and creativity are the norm every single day.
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
- Floor Operations & Safety: Supervise day‑to‑day floor operations, ensuring a safe, compliant working environment and adherence to Health & Safety protocols.
- Service Excellence: Set and maintain high service standards, ensuring meeting rooms and customer areas are consistently well‑presented and client expectations exceeded.
- Client Care & Relationships: Build strong relationships with internal and external clients, handle requests flexibly, resolve complaints efficiently, and elevate when required.
- Team Leadership & Development: Support, motivate, train, and develop the team through regular engagement, performance monitoring, and on‑the‑job coaching.
- Communication & Collaboration: Liaise with CEM, Deputy, floor leads, service providers, and management to ensure consistent service delivery and effective issue resolution.
- Policies, Procedures & Compliance: Ensure adherence to company and client policies, update SOPs as required and communicate procedural changes clearly to the team.
- Environment, Standards & Administration: Maintain grooming, confidentiality, clean desk policies, IT stock control, attendance monitoring, audits, trackers, and required administration.
- Continuous Improvement & Flexibility: Proactively identify improvements, support projects, adapt to change, assist with cover, and manage ad‑hoc duties as business needs require.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Ideally possess previous supervisor/team lead experience.
- Be proficient in business administration.
- Have the ability to work independently and under pressure.
- Exhibit excellent communication skills on all levels.
- Demonstrate strong time management skills.
- Possess strong Microsoft Office skills.
- Have a high level of attention to detail.
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.
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 Team Lead employer: Rapport Guest Services
Contact Detail:
Rapport Guest Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show how your personal values align with theirs, especially the Rapport values like creating rapport and being brilliant!
✨Tip Number 3
Practice common interview questions, but also be ready for situational ones. Think of examples from your past that showcase your leadership skills and ability to handle pressure.
✨Tip Number 4
After the interview, don’t forget to send a thank-you email! It’s a great way to express your appreciation and reiterate your interest in the role. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the Customer Service Team Lead role. We want to see how you embody our Rapport values and can contribute to our team!
Showcase Your Leadership Skills: Since this is a team lead position, emphasise any previous supervisory or leadership experience you have. Share specific examples of how you've motivated and developed a team in the past – we love to see that!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your strengths.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application goes straight to us, and we can review it promptly. Plus, it shows you're keen on joining our team!
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 and their values. Understand their commitment to service excellence and how they support their team. This will not only help you answer questions more effectively but also show your genuine interest in being part of their culture.
✨Showcase Your Leadership Skills
As a Customer Service Team Lead, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved service standards. Be ready to discuss how you can apply these skills at Rapport.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and decision-making abilities. Think about situations where you've had to handle complaints or improve processes. Practising your responses will help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
