Client Services Account Manager (KPAM)

Job title: Client Services Account Manager (KPAM)

Company: Rapport Guest Services


Job description: Job IntroductionWe are seeking a Client Services Account Manager 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 role is an exciting opportunity to be part of a dynamic work environment.As an Account Manager, you will play a vital role in delivering exceptional guest experiences. You will be the primary point of contact for all guest-related matters. Your proactive approach will help identify and resolve issues while building strong relationships with both guests and internal stakeholders.You will join a team of 35 passionate Ambassadors, collaborating with 3 other managers who oversee Reservations, Events, and Fine Dining. You will work closely with a Team Leader who will support you in managing 18 front-line Ambassadors across the building.Type of contract: Full-time, PermanentHours: 40 per week (Monday-Friday, shift rota basis between 7 AM and 7 PM)Salary: £50,000 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:

• Ensure smooth and efficient operations within the designated unit, adhering to all relevant policies and procedures.
• Monitor key performance indicators (KPIs) related to guest satisfaction and operational efficiency.
• Identify and implement process improvements to enhance operational effectiveness.
• Coordinate with internal departments to ensure timely resolution of guest issues.
• Support Recruitment and HR activities, including onboarding, training, coaching, managing rotas, addressing underperformance, and conducting development reviews.
• Lead initiatives to enhance team engagement and morale.
• Develop and maintain accurate reporting on guest satisfaction and operational performance.
• Facilitate feedback sessions to continuously improve service quality.

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Have previous experience managing large teams while implementing and developing standards and procedures.
• Possess account management experience in customer-facing roles, demonstrating a proven record of building and maintaining relationships, resolving issues, and exceeding client expectations.
• Demonstrate the ability to create rapport, with a strong history of connecting with people and anticipating their needs.
• Exhibit excellent communication and interpersonal skills, including strong listening abilities and the capacity to convey information clearly and concisely.
• Display strong problem-solving and decision-making skills, with the ability to analyse situations and implement effective solutions.
• Show a customer service orientation, with a genuine desire to help guests and a proactive approach to identifying and resolving issues.
• Be adaptable and open to feedback, fostering a culture of continuous improvement within the team.

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 Account Manager (KPAM)

• Salary £50000 – £50000
• Frequency Annually
• Job Reference rapport/TP/97912/6588
• Contract Type Full Time – Permanent
• Closing Date No Expiry Date
• Job Category Reception Manager/Front of House Account Manager
• Business Unit Rapport
• Location London, United Kingdom
• Posted on 09 January, 2025

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Expected salary: £50000 per year

Location: London

Job date: Sat, 11 Jan 2025 07:25:27 GMT

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