At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service in a vibrant office environment.
- Company: Join Rapport, an award-winning company known for its inclusive and supportive culture.
- Benefits: Enjoy travel discounts, wellness programs, and extensive professional development opportunities.
- Other info: Be part of a diverse team that values your unique background and contributions.
- Why this job: Make a real impact while growing your career in a fast-paced, creative setting.
- Qualifications: Previous leadership experience in customer service and a passion for guest satisfaction.
The predicted salary is between 28000 - 28750 £ per year.
Full-time | Permanent | 40 hours per week | Monday–Friday (shift rota 7:00 AM – 7:00 PM, flexibility for evening functions)
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, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients. We will contact applicants within 5-7 working days. Rapport job adverts always gain a high response rate, but we 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: Rapportservice
At Rapport, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture in the heart of Edinburgh. Our commitment to employee growth is evident through our extensive training programmes and leadership opportunities, while our focus on wellbeing ensures that every team member feels valued and included. With unique benefits like travel discounts, wellness initiatives, and a paid day off for community service, we create an environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor
✨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 Customer Service Supervisor
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.
