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Community Manager Team Lead

United Kingdom, Manchester Employment contract 37000.00 GBP / Year · Job Posted March 21, 2026
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Job Description

We’re seeking a seasoned Community Manager Team Lead to become part of our exceptional Rapport team based in central Manchester. You’ll be joining a growing and collaborative EMEA team of 24, spread across the region but closely connected in how they work. The team is excited to welcome a new colleague who will play an important on‑site role, helping to cultivate an engaged, positive workplace community. In this position, you’ll support employee satisfaction, act as a key point of contact for day‑to‑day queries, and help ensure a smooth, supportive experience for everyone on site. Our client is a fast‑expanding, globally recognised American banking and financial services organisation. This role presents a fantastic opportunity to contribute to a large‑scale global alignment project while delivering an elevated, hotel‑style service experience to stakeholders at every level.

Job Responsibility

  • Managing, training, and continuously engaging with the team to ensure high levels of productivity
  • Working alongside the team to ensure efficient and outstanding service levels are delivered at all times
  • Driving local engagement and increasing staff satisfaction through on-site initiatives
  • Being the on-site presence of Facilities, Hospitality, and Concierge services across all floors
  • Helping drive local strategy, GCED initiatives, culture and programs creating relationships with key stakeholders
  • Ensuring the shared spaces, meeting rooms, event space, and collaboration areas are instantly ready to be used for more efficient use of the client’s time
  • Providing a “one stop shop” for all on floor-related issues, all hospitality and concierge services, managing a high-volume workload
  • Ensuring the correct H&S procedures are followed and documented. This is to include but not limited to H&S checks, fire awareness procedure, emergency contacts, incidents/accidents/near missed procedures
  • Managing any complaints or concerns and liaise with relevant departments in a timely, efficient manner, escalating to management accordingly and ensuring it has been documented appropriately and as per agreed process where applicable
  • Actively engaging and encouraging client and guest feedback, and driving change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team
  • Being involved in staff events from the social aspect to planning and implementing with the office leadership team

Requirements

  • Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
  • Build strong rapport quickly with key stakeholders, including clients, visitors, and VIPs
  • Maintain exceptional personal presentation and demonstrate outstanding interpersonal skills
  • Be proactive, organised, adaptable, and detail‑focused, with strong time‑management skills and a desire to learn and develop
  • Bring creativity and the ability to think innovatively, offering fresh ideas and solutions
  • Approach complaints or issues with confidence and professionalism
  • Remain calm, clear‑headed, and decisive under pressure, while demonstrating confidence, discretion, and diplomacy
  • Ideally have prior customer service experience in a similar environment, such as corporate settings, luxury hospitality, or airlines

What we offer

  • Exclusive travel and grocery discounts
  • Life assurance
  • Cash rewards
  • In-house coffee, breakfast and lunch included
  • 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

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