Overview

We are looking for a Head of Customer Service UK to join our Rapport team, supporting one of our largest and most prestigious clients. Our client is a global professional services firm specialising in information technology, digital strategy, and management consulting. This role is vital in ensuring their workplace environments across the UK deliver consistently outstanding service experiences.

You will lead, inspire, and support a diverse team of over 90 colleagues across multiple high-profile locations in all major UK and Ireland cities. The role holds overall responsibility for operations, events, strategic planning, and service delivery. It demands a focus on people leadership, innovation, and continuous improvement, while driving operational excellence, strengthening stakeholder relationships, and ensuring alignment with global workplace strategies.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday, variable to suit business needs between 7 AM and 7 PM)

Location: You will mainly be based in London, Fenchurch Street. However, we require flexibility for various site visits as per business needs.

Ideal start date: 1 October 2025

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

• Set the standard of customer care, aligning Rapport best practices with local requirements.
• Build strong understanding of client preferences and communication styles.
• Establish and maintain effective service management systems with clear measures and SLAs.
• Lead regular Finance and SLA meetings with clients and stakeholders.
• Monitor service quality through audits, observations, and feedback, reporting results regularly.
• Keep abreast of market trends in customer service and recommend enhancements.
• Act as a trusted partner and main contact for all areas of client service and interaction.
• Oversee all service delivery, driving improvements and enhancing our reputation.
• Promote the company as a first-class service provider, supporting business growth opportunities.
• Develop client retention strategies and manage re-tender processes where required.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.
• Be an innovative service leader with a track record of delivering world-class experiences.
• Combine strategic vision with a hands-on approach to operational excellence.
• Inspire and empower diverse teams across multiple locations.
• Adapt service protocols to local cultures while maintaining brand standards.
• Thrive in fast-paced environments, turning challenges into opportunities.
• Foster a culture of empathy, accountability, and continuous improvement.
• Demonstrate a deep commitment to creating genuine guest connections.
• Be willing to travel across the UK and Ireland as required.

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.

Seniority level

• Director

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Hospitality