Call Services Team Leader

6 months ago

Reigate, United Kingdom Rapport Guest Services Full time

Job Introduction
**We have a fantastic opportunity for an inspiring Call Services Team Leader to join our Rapport team, based in our client’s offices in Reigate (just a few minutes walk from the train station). The client is a British multinational risk management, insurance brokerage and advisory company, and you will play a crucial role in providing information, solutions, and support to our corporate client.**

**_This is a permanent, full-time role (40 hours per week), Monday - Friday on a shift rota basis between 8 AM and 5 PM, as per the client’s needs._**

**Main responsibilities**
- Being fully responsible for the overall efficient and effective daily Helpdesk operations
- Prioritising our client’s operations and task, providing a hands-on support
- Ensuring the team delivers seamless service throughout the client journey
- Providing management support in all operational responsibilities including health and safety, handling issues and complaints
- Managing security, health & safety, and compliance requirements according to the service-level agreement
- Communicating effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
- Maintaining a strong awareness of business activity and communicating all updates with your team members
- Share our Rapport values**:_Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together_**:

- Have the passion and drive to deliver the very highest levels of customer service
- Have an innovative approach to best practice, great interpersonal skills, an outgoing and vibrant personality
- Be confident and decisive under pressure and problem resolution
- Understand professional etiquette and have the ability to communicate effectively to senior stakeholders
- Demonstrate an excellent command of the English language, both in verbal and written communication
- Have strong rota management, IT and administration skills
- Possess a high level of attention to detail
- Have the ability to work well under pressure and act both proactively and intuitively
- Ideally have at least 2 years proven experience in managing successful teams; and experience in a fast-paced call centre, helpdesk, reservations or switchboard environment

About The Company
**Why Rapport?**

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassador’s mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.
- Some of the benefits you will have access to:_
- Refer a friend Scheme
- Pension
- Life Assurance
- Access to Aviva DigiCare Workplace App
- Access to our Perks at Work Benefits Portal for various discounts
- WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
- One Paid Day for Charity Work
- Employee Assistance Programme

**About the Company**

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

- In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
- We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
- Top 30 Best Places to Work in Hospitality in 2021 winner.
- Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

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