Position Overview
Customer Service Supervisor – Full‑time, Permanent, 40 hours per week, Monday–Friday with shift rota (7:00 AM – 7:00 PM, flexibility for evening functions). The role is based in the vibrant Edinburgh office of Rapport.
Key Responsibilities
* Oversee the smooth daily operation of a corporate office.
* Deliver a warm, professional, and personalised welcome to all visitors.
* Ensure all spaces – from client‑facing areas to meeting rooms – meet the highest standards of presentation, cleanliness, and functionality.
* Manage maintenance issues with ownership and pace, keeping stakeholders informed throughout.
* Support the end‑to‑end delivery of onsite meetings, workshops, and events.
* Coordinate event logistics, including planning, catering, communications, and reporting.
* Inspire, mentor, and develop the Customer Services team, fostering a positive, high‑performing culture.
* Monitor training needs using a skills matrix and coordinate ongoing development.
* Lead performance reviews, probation meetings, PDRs, and regular one‑to‑ones.
* Build strong, collaborative relationships with clients, landlords, and service partners.
* Prepare clear and concise reports on a weekly, monthly, quarterly, and annual basis.
* Handle complaints professionally, ensuring appropriate escalation and documentation.
* Maintain up‑to‑date Health & Safety documentation and ensure full compliance.
Qualifications
* Share Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, and Stronger Together.
* Previous team leadership experience in front‑of‑house within a luxury hotel, premium airlines, or a corporate business environment.
* Passion for delivering excellent guest service.
* Adaptable, flexible, creative, proactive, organised, detail‑oriented, process‑driven, and resourceful with a can‑do attitude.
* Excellent time‑management and communication skills (verbal and written).
* Ability to build rapport with key stakeholders (internal, external, and VIPs).
* Preferably from a 4‑star or 5‑star luxury hotel background.
* Minimum of 2 years of team management experience.
* F&B events experience is advantageous but not essential.
Benefits
* Exclusive travel and grocery discounts, plus life assurance and cash rewards.
* Contributory pension scheme.
* Wellness programmes, Employee Assistance Programme, and digital GP services.
* Continuous learning and development opportunities.
* Recognition through WOW Awards.
* One paid day off annually to support a chosen community cause.
Equal Opportunity & Inclusion
Rapport is committed to equality of opportunity and inclusion within the workplace and celebrates diversity and inclusion. We are a Disability Confident Employer and partner with external organisations to provide job opportunities for people with special educational needs and disabilities.
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