Customer Service Team Lead

New Yesterday

We are recruiting for a Customer Service Team Lead to be part of the Rapport team, based at our client's office in Fenchurch Street. You will be part of a large and diverse team that supports our client: a Fortune Global 500 company, where excellence and creativity are the norm every single day.
The Customer Service Team Lead will manage the client services team within the floor to ensure all employees and visitors to the location receive excellent customer service. The successful candidate will be able to lead by example a very established team who pride themselves on working hard, helping, and supporting one another to collectively meet service expectations and targets.
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 Floor Operations & Safety: Supervise day-to-day floor operations, ensuring a safe, compliant working environment and adherence to Health & Safety protocols. Service Excellence: Set and maintain high service standards, ensuring meeting rooms and customer areas are consistently well-presented and client expectations exceeded. Client Care & Relationships: Build strong relationships with internal and external clients, handle requests flexibly, resolve complaints efficiently, and escalate when required. Team Leadership & Development: Support, motivate, train, and develop the team through regular engagement, performance monitoring, and on-the-job coaching. Communication & Collaboration: Liaise with CEM, Deputy, floor leads, service providers, and management to ensure consistent service delivery and effective issue resolution. Policies, Procedures & Compliance: Ensure adherence to company and client policies, update SOPs as required and communicate procedural changes clearly to the team. Environment, Standards & Administration: Maintain grooming, confidentiality, clean desk policies, IT stock control, attendance monitoring, audits, trackers, and required administration. Continuous Improvement & Flexibility: Proactively identify improvements, support projects, adapt to change, assist with cover, and manage ad hoc duties as business needs require.
The ideal candidate will Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together. Ideally possess previous supervisor/team lead experience. Proficient in business administration. Ability to work independently and under pressure. Excellent communication skills on all levels. Strong time management skills. Strong Microsoft Office skills. High level of attention to detail.
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. TPBN1_UKCT
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Location:
City Of London
Job Type:
FullTime

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