Guest Service Manager Job at 14forty (London)

Job Description

Customer Service Manager – London Satellite Offices. At Rapport, exceptional service starts with exceptional people. We’re looking for a confident and people-focused Customer Service Manager to oversee operations across our London offices, ensuring every employee and visitor experience reflects the high standards we are known for. This is a fantastic opportunity for an experienced leader who enjoys variety, thrives in fast-moving environments, and takes pride in building strong teams and client relationships. In this role, you will lead a team responsible for delivering seamless customer service across multiple locations. You’ll work closely with clients, landlords, and internal stakeholders to maintain smooth day-to-day operations while continuously looking for ways to improve processes and elevate the overall experience.

Job Responsibility

Oversee customer service operations across the London satellite offices, ensuring a consistent and high-quality experience
Lead, support, and motivate the Customer Service team to deliver outstanding service every day
Manage service delivery across reception, meeting rooms, events, and AV support where required
Act as the main escalation point, resolving issues quickly and professionally
Identify opportunities to improve processes, service standards, and efficiency
Recruit, onboard, and develop team members, creating a positive and engaged team culture
Manage rotas, payroll processes, and operational administration to ensure smooth service delivery
Ensure Health & Safety and compliance standards are consistently maintained
Build strong relationships with clients, landlords, and internal stakeholders
Produce reports and support contract performance, retention, and growth
Provide operational support across other regional offices and the London Head Office when required

Requirements

At least two years’ experience in a managerial role, ideally within customer service, hospitality, or workplace services
Experience leading teams across multiple locations or service areas
Strong organisational and administrative skills
Confident communicator who can engage with stakeholders at all levels
Comfortable working independently and managing competing priorities
Proficient in Microsoft Office
A proactive problem solver who remains calm under pressure
Positive, collaborative leadership style with a focus on team engagement

What we offer

Travel and grocery discounts
Life assurance
Access to employee reward and recognition programmes
Contributory pension scheme
Employee Assistance Programme
Access to digital GP services
Wellbeing initiatives and resources
Ongoing training and career development opportunities
WOW Awards recognising exceptional contributions from team members
One paid volunteering day each year to support a cause important to you

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Guest Service Manager

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