Client Services Supervisor - Liverpool

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

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

• 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. Ensure the end-to-end coordination of meeting room bookings and events is delivered in line with service level agreements. Provide escalation support for complex, high-profile, or large-scale events. Ensure meeting rooms are prepared in accordance with booking requirements, including room configuration, capacity, audio-visual and video conferencing arrangements. Monitor booking conflicts, cancellations, and changes, ensuring timely resolution and communication. Ensure regular checks of meeting room reservations are completed in line with agreed SLAs. Liaise with Facilities, IT, Hospitality, and Catering teams to ensure the successful delivery of meetings and events. Attend planning meetings with bookers regarding events when required.
• Facilities Helpdesk: Oversee the operation of the Facilities Helpdesk and associated systems, including CAFM and room booking platforms. Ensure all Facilities Helpdesk tickets are logged, prioritised, and resolved within agreed SLAs. Act as the escalation point for urgent or critical building, equipment, or safety issues. Monitor outstanding helpdesk requests and ensure completion prior to meetings or events. Ensure helpdesk systems are accurately updated, maintaining 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 a 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.

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.