Client Services Team Leader (KPTL)

Job title:

Client Services Team Leader (KPTL)

Company:

Rapport Guest Services

Job description

Job IntroductionWe are looking for a Client Services Team Leader to join our Rapport team, based in our client’s offices in Canary Wharf. Our client is one of the Big 4 Accounting firms, and this is your chance to be part of a prestigious environment.As a Team Leader, you will lead and motivate a high-performing team of Client Service Ambassadors. Your strong leadership, client management, and operational expertise will be vital in ensuring client satisfaction, team development, and achieving key performance indicators (KPIs).You will report to the Client Services Account Manager and work alongside 2 supervisors. Together, you will oversee a dedicated team of 16 front-line Ambassadors.Type of contract: Full-time, PermanentHours: 40 per week (Monday-Friday, shift rota basis between 7 AM and 7 PM)Salary: £38,600 per annumWhat 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:

• Build and maintain relationships with clients, resolving issues and exceeding expectations.
• Understand guest needs and foster positive interactions through effective communication.
• Demonstrate excellent communication skills, both written and verbal, along with active listening.
• Analyse situations for problem-solving, identifying root causes and implementing solutions.
• Maintain a strong customer service orientation, proactively helping guests and addressing concerns.
• Train and mentor team members, promoting their professional growth and development.
• Monitor team performance, providing feedback and guidance to enhance service quality.

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Have previous experience as a Supervisor/Team Leader in a luxury establishment (e.g., 5-star hotel or corporate environment) and be ready to manage a larger team.
• Exhibit a proven track record of building relationships, resolving issues, and exceeding client expectations.
• Possess the ability to create rapport, connecting with people and anticipating their needs.
• Display excellent communication and interpersonal skills, with strong active listening abilities.
• Show strong problem-solving and decision-making skills, analysing situations to implement effective solutions.
• Have a customer service orientation focused on exceeding expectations, with a genuine desire to help guests.
• Be adaptable and open to change, thriving in a fast-paced environment while maintaining positivity and enthusiasm.

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 CompanyRapport 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 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.The following content displays a map of the job’s location.Client Services Team Leader (KPTL)

• Salary £38600 – £38600
• Frequency Annually
• Job Reference rapport/TP/97912/6589
• Contract Type Full Time – Permanent
• Closing Date No Expiry Date
• Job Category Supervisor/Team Leader
• Business Unit Rapport
• Location London, United Kingdom
• Posted on 09 January, 2025

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Expected salary

£38600 per year

Location

London

Job date

Sat, 11 Jan 2025 01:17:58 GMT

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