Guest Service Manager

Customer Service Manager - London Satellite Offices

London Full-time Permanent

40 hours per week (Monday-Friday, with flexibility required)

At Rapport, exceptional service starts with exceptional people. We're looking for a confident and people-focused Customer Service Manager to oversee operations across our London offices, ensuring every employee and visitor experience reflects the high standards we are known for.

This is a fantastic opportunity for an experienced leader who enjoys variety, thrives in fast-moving environments, and takes pride in building strong teams and client relationships.

In this role, you will lead a team responsible for delivering seamless customer service across multiple locations. You'll work closely with clients, landlords, and internal stakeholders to maintain smooth day to day operations while continuously looking for ways to improve processes and elevate the overall experience.

What's in it for you? Financial Benefits

• Travel and grocery discounts
• Life assurance
• Access to employee reward and recognition programmes

Future Security

• Contributory pension scheme

Health & Wellbeing

• Employee Assistance Programme
• Access to digital GP services
• Wellbeing initiatives and resources

Learning & Development

• Ongoing training and career development opportunities

Recognition

• WOW Awards recognising exceptional contributions from team members

Community

• One paid volunteering day each year to support a cause important to you

Key Responsibilities

• Oversee customer service operations across the London satellite offices, ensuring a consistent and high quality experience.
• Lead, support, and motivate the Customer Service team to deliver outstanding service every day.
• Manage service delivery across reception, meeting rooms, events, and AV support where required.
• Act as the main escalation point, resolving issues quickly and professionally.
• Identify opportunities to improve processes, service standards, and efficiency.
• Recruit, onboard, and develop team members, creating a positive and engaged team culture.
• Manage rotas, payroll processes, and operational administration to ensure smooth service delivery.
• Ensure Health & Safety and compliance standards are consistently maintained.
• Build strong relationships with clients, landlords, and internal stakeholders.
• Produce reports and support contract performance, retention, and growth.
• Provide operational support across other regional offices and the London Head Office when required.

About You

• At least two years' experience in a managerial role, ideally within customer service, hospitality, or workplace services.
• Experience leading teams across multiple locations or service areas.
• Strong organisational and administrative skills.
• Confident communicator who can engage with stakeholders at all levels.
• Comfortable working independently and managing competing priorities.
• Proficient in Microsoft Office.
• A proactive problem solver who remains calm under pressure.
• Positive, collaborative leadership style with a focus on team engagement.

About Rapport

Rapport Guest Services is an award winning provider of guest and workplace services for organisations across the UK, Ireland, and internationally. As part of Compass Group UK & Ireland, we combine a people first culture with industry leading service delivery.

We are committed to creating an inclusive workplace where everyone can succeed and grow. Rapport is proud to be a Disability Confident Employer, supporting opportunities for individuals with additional needs.

Learn more about us at

Application Process

We aim to review all applications and respond within 5-7 working days. Due to the high number of applications we receive, we recommend applying for the role that best matches your experience. Please remember to check your junk or spam folder for our response.