Overview
We’re looking for a polished and personable Client Services Supervisor to join the Rapport team at a prestigious Liverpool client site, supporting a leading accountancy and business advisory firm. This role suits someone who enjoys creating positive first impressions, building rapport with guests, and delivering consistently high standards in a professional environment.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, shift rota basis with flexibility as per business needs)
Salary:£32,782 per annum
Main responsibilities
* Team Leadership: Lead and manage a team of 4, providing guidance, support and development opportunities. Conduct regular one-to-ones with team members to discuss performance, provide feedback, and identify training needs.
* Client Service & Switchboard / Call Services: Lead by example in delivering a warm, courteous and prompt service to all internal and external clients. Oversee call handling for all Call Services, ensuring calls are answered professionally and within agreed SLAs. Act as an escalation point for complex or sensitive client enquiries. Build and maintain strong relationships with clients, PA’s, bookers, and senior stakeholders across all sites. Monitor team inboxes and call queues to ensure emails and enquiries are actioned accurately and within SLA. Identify service issues or trends and implement corrective actions.
* Meeting Room Reservations, Events & Central Bookings: Oversee the management and administration of meeting room reservations, ensuring accurate scheduling, appropriate room allocation, and effective utilisation of space. Provide end-to-end coordination of meeting room bookings and events in line with SLAs. Provide escalation support for complex, high-profile, or large-scale events. Ensure room configuration, capacity, AV and VC arrangements meet booking requirements. Monitor conflicts, cancellations and changes, ensuring timely resolution and communication. Coordinate with Facilities, IT, Hospitality, and Catering teams to deliver successful meetings and events. Attend planning meetings with bookers when required.
* Facilities Helpdesk: Oversee the operation of the Facilities Helpdesk and associated systems (CAFM and room booking platforms). Ensure all tickets are logged, prioritised, and resolved within SLAs. Escalate urgent or critical building, equipment, or safety issues. Monitor outstanding requests and ensure completion prior to meetings or events. Maintain accurate updates and clear audit trails. Identify recurring issues and support continuous improvement initiatives.
The ideal candidate will
* Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
* Have a positive, outgoing personality and be able to easily build rapport with key stakeholders
* Be proactive, flexible and adaptable, with great attention to detail and ambition to learn and grow
* Display excellent personal presentation and interpersonal skills
* Be computer literate, with excellent communication skills, verbal and written, with professional telephone and email etiquette
* Demonstrate the ability to work independently and manage own workload
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.
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