We are looking for a Client Services Team Leader to join Rapport at our client's prestigious Magic Circle Law Firm located in their flagship building at London Bridge. In this role, you will lead a dedicated and friendly team of 9 receptionists, whilst reporting into the Deputy and Client Services Manager ensuring that all client needs are not only met but surpassed with professionalism and warmth.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday; shift rota basis between 7 AM and 7 PM)
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:
- Supervise the daily operational activities of the reception desks, including oversight of the Network Team.
- Ensure adherence to established protocols and service quality standards in line with our Service Level Agreement.
- Collaborate with the Deputy & Client Services Manager to meet business goals and requirements.
- Guarantee that all deadlines are consistently achieved.
- Managing rotas, sickness, lateness and staffing issues.
- Review of existing standards and policies while implementing new best practices to ensure we adapt to the client needs.
- Support with the recruitment process, onboarding, training and development of the team members, including managing their performance and support with reviews and PDRs.
- Assist with HR-related matters, including note taking and investigations.
- Coordinate and assign training programs for the team.
- Engage closely with key stakeholders and other service partners.
- Facilitate the training of new receptionists and the network team, ensuring that training log checklists are completed accurately.
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Ideally, have previous experience in leading a front-of-house team within a similar role
- Have strong leadership skills, along with the ability to motivate a team into high performance
- Possess customer service drive with outstanding communication abilities and active listening skills
- Have a good understanding of all front-of-house management best practices and expectations
- Take the initiative to discover creative methods for enhancing processes and boosting efficiency
- Be proactive, adaptable, and flexible, with a keen eye for detail and a strong desire to learn and develop
- Have a friendly demeanor that allows you to effortlessly connect with important stakeholders
- Show a genuine passion for providing exceptional service and always strive to exceed expectations
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.
Find out more about us and our values at www.rapportservice.com.
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.