Job Description

We are recruiting a Head of Client Services to lead a fantastic Rapport team based in Baker Street.

The Head of Client Services will oversee the smooth running of the Front of House Department which includes but is not limited to Reception, Call Services and Helpdesk, with a key focus on the constant development of the service.


Our client is an accountancy and business advisory firm, where excellence and passion are the norm every single day.


This role is 40 hours per week, between 7.30 AM and 6 PM, with 8 hour shifts, some flexibility is required.

This role comes with fantastic additional benefits of complimentary daily breakfast, lunch and refreshments in the restaurants while on duty.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday, shift rota basis between 7 AM and 7 PM)

Salary: 44,000 to 46,000 per annum

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

To inspire, engage and guide the team towards the achievement of service excellence, ensuring exceptional operational standards. To oversee the onsite operations, ensuring delivery of excellent service as expected and within agreed SLA's and KPI's. To work effectively with others in the organisation, seeking input, contributing ideas and sharing relevant information ideas and suggestions with the team. To maintain a strong awareness of business activity and ensure that the client expectations about front of house services are consistently delivered and developed. To demonstrate strong data analysis skills, preparing and delivering insightful monthly and quarterly reports to track performance and identify improvement opportunities. To stay close to the business and the client and develop excellent working relationships, at all levels. To develop and comply with standard operating procedures (SOPs) manual and keep up to date with new information. To guide and develop team members on a daily basis.

The ideal candidate will

Share our Rapport values:

Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together

Preferably have previous team leadership experience in front-of-house within a luxury hotel, premium airlines, or a corporate business environment Have passion to deliver excellent guest service in everything that they do Be adaptable and flexible, creative and proactive, organised and detail-oriented, process-driven, and resourceful with a can-do attitude Have excellent time management and communication skills (verbal and written) Be able to easily build rapport with key stakeholders (internal, external and VIPs)

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 Company

Rapport 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.