At a Glance
- Tasks: Lead a dynamic team to deliver exceptional client services and operational excellence.
- Company: Join a multi-award-winning firm with a people-first culture and global reach.
- Benefits: Enjoy travel discounts, wellness programs, and endless learning opportunities.
- Other info: Be part of a supportive environment that values inclusion and personal growth.
- Why this job: Make a real impact in a prime location while developing your career.
- Qualifications: Strong leadership skills and a passion for excellent guest service.
The predicted salary is between 30000 - 31320 £ per year.
We are recruiting a Client Services Manager to lead a fantastic Rapport team based in Baker Street. The Client Services Manager will oversee the smooth running of the Front of House Department which includes but is not limited to Reception, Call Services and Helpdesk, with a key focus on the constant development of the service, including planning and shaping client services for a new, state‑of‑the‑art facility in a prime central location near Oxford Street in the near future. Our client is an accountancy and business advisory firm, where excellence and passion are the norm every single day.
Benefits
- 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
- To inspire, engage and guide the team towards the achievement of service excellence, ensuring exceptional operational standards.
- To oversee onsite operations, ensuring delivery of excellent service as expected and within agreed SLA’s and KPI’s.
- To work effectively with others in the organisation, seeking input, contributing ideas and sharing relevant information, ideas and suggestions with the team.
- To maintain a strong awareness of business activity and ensure that the client expectations about front of house services are consistently delivered and developed.
- To demonstrate strong data analysis skills, preparing and delivering insightful monthly and quarterly reports to track performance and identify improvement opportunities.
- To stay close to the business and the client and develop excellent working relationships, at all levels.
- To develop and comply with standard operating procedures (SOPs) manual and keep up to date with new information.
- To guide and develop team members on a daily basis.
The Ideal Candidate Will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Strong project management skills.
- 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).
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 Manager employer: Rapportservice
At Rapport Guest Services, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions personal and professional growth. Located in the heart of Baker Street, our team enjoys exclusive benefits such as travel discounts, wellness programmes, and a contributory pension scheme, all while working in a supportive environment that values innovation and excellence. Join us to be part of a multi-award-winning company where your contributions are celebrated, and you can make a meaningful impact in a state-of-the-art facility near Oxford Street.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rapportservice. 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 Rapportservice 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 Manager
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 Rapportservice:Your cover letter is your chance to shine! Tell us why you want to work at Rapportservice 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 Rapportservice!
How to prepare for a job interview at Rapportservice
✨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.
