National Client Support Services Manager

Job title: National Client Support Services Manager

Company: Rapport Guest Services


Job description: Job IntroductionWe are very excited to be recruiting a National Client Services Manager to join Rapport at our client based in Canary Wharf, London. Our client is a multinational professional services network, and one of the Big Four accounting organisations.Reporting lines are between both Rapport and site-specific RA Management team.The National Client Services Manager will be responsible for the overall management of the entire front of house services across the client portfolio, leading a team of 53 ambassadors across 13 offices the UK.If you are an inspirational people manager, who possesses strong data analytical skills, are passionate about service excellence, and are great at building and maintaining client relationships, then this could be the role for you!You will be working a 40 hour-week, Monday – Friday (flexible within the business needs). This role comes with fantastic additional benefits of a daily food allowance and a discount on the membership for the onsite gym (in London only). A discretionary bonus also forms part of the benefits package, based up on a risk and reward criteria specified by agreed KPIs.Main responsibilities:

• This role overseas the Front of House and reception services for 13 UK offices including London, Manchester, Leeds, Birmingham, Liverpool, Nottingham, Cardiff, Reading, Bristol, Glasgow, Aberdeen, Newcastle and Edinburgh. The London operation also includes Events and Reservation services.
• Driving change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team
• Developing effective working relationship with key account Clients to ensure we are seen as the ‘trusted partner’ for all areas of client interaction
• Recruiting, coaching, guiding and mentoring Rapport’s leaders to ensure that they are of the highest possible calibre and trained accordingly
• Completing all client reports such as the monthly and quarterly reviews, and attending client meetings
• Implementing innovation initiatives
• Having a strong focus on strategy
• Ensuring procedures including QHSE are being followed
• Ensuring service standards are maintained, and target audit scores are achieved
• Aligning the values of Rapport and our client

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Have extensive experience of managing Front of House operations, including business support and guest services.
• Be mobile and available to travel a few days each week
• Have experience within luxury hotels or the corporate business environment
• Have commercial and financial experience of running successful business operations
• Have an excellent command of the English language, both in verbal and written communication
• Be highly organised and have an eye for detail
• Have great interpersonal skills and a natural ability to positively influence business decisions
• Have passion to achieve excellent guest service in everything they do
• Be able to work well under pressure and have the ability to be proactive and act with intuition
• Ideally have previous experience in managing multiple sites and/or multi teams across different locations

About the CompanyWhy 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 Ambassador’s 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.Some of the benefits you will have access to:

• Refer a friend Scheme
• Pension
• Life Assurance
• Access to our Perks at Work Benefits Portal for various discounts
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

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, , 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.National Client Support Services Manager

• Salary £60000 plus great benefits
• Job Reference rapport/TP/61038/6670
• Contract Type Full Time – Permanent
• Closing Date No Expiry Date
• Job Category Reception Manager/Front of House Account Manager
• Business Unit Rapport
• Location London, Flexible
• Posted on 10 March, 2025

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Expected salary:

Location: London

Job date: Wed, 12 Mar 2025 02:56:27 GMT

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