Client Experience Director

The Depository Trust & Clearing Corporation; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider in the UK is seeking a Customer Service Manager to oversee a dynamic team of over 30 ambassadors. The role focuses on ensuring excellent customer service, enhancing working relationships with clients, and maintaining high operational standards. Candidates should have strong leadership experience, excellent communication skills, and the ability to thrive in a high-pressure environment. This full-time position offers competitive benefits, including travel discounts and a pension scheme.

Benefits

Exclusive travel and grocery discounts

Contributory pension scheme

Wellness programs and Employee Assistance Program

Learning and development opportunities

WOW Awards for outstanding peers

Paid day off for community service

Qualifications

• Proficient in business administration.
• Enthusiastic and willing to take on challenges.
• Flexible and adaptable to a busy, high-pressure environment.

Responsibilities

• Ensure exceptional customer service for all visitors.
• Resolve logistical issues and escalate when necessary.
• Support recruitment, onboarding, and team training.

Skills

Strong managerial and leadership experience

Excellent communication skills

Strong time management skills

High level of attention to detail

Ability to work independently

Job description

Job Overview

We are seeking a Customer Service Manager to join our dynamic team at Rapport! The CSM will manage the entire customer service team at the largest client office in the UK consisting of a team of over 30 ambassadors in different positions such as: Floor Host, Floor Lead, Welcome Host, Welcome Experience Lead, Client Experience Coordinator, Deputy CEM, ensuring all employees and visitors receive excellent customer service. The Customer Service Manager will actively seek to enhance working relationships with clients, other service suppliers and colleagues throughout the day. The successful candidate will be able to work alone as well as part of an established team who takes pride in working hard, helping, and supporting one another to collectively meet service expectations and targets.

Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday; flexible based on client needs)
Ideal start date: 2nd of February 2026

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

• Ensure an exceptional welcome and customer service is always provided to all office visitors and customers.
• Uphold and exhibit professionalism when interacting with clients over current and ongoing H&S protocols, ensuring all clients and visitors adhere to guidelines.
• Ensure the smooth running of day‑to‑day operation in designated building.
• Improve customer engagement across all areas.
• Ensure a safe working environment for all floor occupants.
• Set and maintain high standards so that customers' expectations are consistently exceeded.
• Resolve any logistical issues and escalation to appropriate persons.
• Work within the customer service team providing support and training for other members of the team and new starters.
• Uphold the vision and values of the company and client in all actions and behaviours.
• Support the local office operations team, as necessary.
• Take part of the recruitment, onboarding and induction process for any new team member.
• Manage the rota, set effective schedules and allocation of holidays to ensure services levels and business needs are always covered.
• Engage with HR for any queries team members may have.
• Drive change and engagement within the team through regular team catch‑ups.
• Monitor and engage with team over a training matrix as and when tasks are updated, or training required.
• Oversee the Customer Service Share‑Point section.

Ideal Candidate

• Share Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Be an enthusiastic person, who takes challenges head‑on and isn't afraid to challenge the status quo and suggest their own ideas.
• Someone who thrives in a busy, high‑pressure environment and is flexible and adaptable to change.
• Strong managerial and leadership experience.
• Proficient in business administration.
• Ability to work independently.
• Excellent communication skills on all levels.
• Strong time management skills.
• High level of attention to detail.

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.

We will contact applicants within 5‑7 working days.