Client Services Supervisor Job at 14forty (Liverpool)

Job Description

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.

Job Responsibility

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
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
Oversee the management and administration of meeting room reservations, ensuring accurate scheduling, appropriate room allocation, and effective utilisation of space
Ensure the end-to-end coordination of meeting room bookings and events is delivered in line with service level agreements
Provide escalation support for complex, high-profile, or large-scale events
Ensure meeting rooms are prepared in accordance with booking requirements, including room configuration, capacity, audio-visual and video conferencing arrangements
Monitor booking conflicts, cancellations, and changes, ensuring timely resolution and communication
Ensure regular checks of meeting room reservations are completed in line with agreed SLAs
Liaise with Facilities, IT, Hospitality, and Catering teams to ensure the successful delivery of meetings and events
Attend planning meetings with bookers regarding events when required
Oversee the operation of the Facilities Helpdesk and associated systems, including CAFM and room booking platforms
Ensure all Facilities Helpdesk tickets are logged, prioritised, and resolved within agreed SLAs
Act as the escalation point for urgent or critical building, equipment, or safety issues
Monitor outstanding helpdesk requests and ensure completion prior to meetings or events
Ensure helpdesk systems are accurately updated, maintaining clear audit trails
Identify recurring issues and support continuous improvement initiatives

Requirements

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 a professional telephone and email etiquette
Demonstrate the ability to work independently and manage own workload

What we offer

Exclusive travel and grocery discounts
Life assurance
Contributory pension scheme
Wellness programs
Employee Assistance Program
Digital GP services
Learning and development opportunities
WOW Awards
One paid day off annually to support a cause you’re passionate about

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Client Services Supervisor

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