Deputy Director of Client Services

6 days ago

London, Greater London, United Kingdom Rapport Guest Services Full time

Key Responsibilities

  • Ensure adherence to operational and service standards from the entire team, fostering a culture of excellence and accountability.
  • Promote a culture of accountability and responsibility among team members, driving performance and results.
  • Take a hands-on approach in daily operations, managing team performance and providing guidance and support as needed.
  • Lead and manage various projects for clients, delivering high-quality results and exceeding expectations.
  • Encourage and promote team engagement, recognizing and rewarding outstanding performance and contributions.
  • Build and maintain excellent relationships with clients and colleagues, ensuring seamless communication and collaboration.
  • Handle customer escalated complaints and resolve issues in a timely and professional manner, ensuring customer satisfaction and loyalty.
  • Provide additional training and coaching as needed to ensure team members are equipped to perform their jobs effectively.
  • Serve as the primary liaison for other in-house service providers, facilitating communication and collaboration.
  • Act as deputy to the Client Services Manager in their absence, ensuring continuity and seamless service delivery.

The Ideal Candidate

  • Possess strong people management skills, with the ability to motivate and inspire team members.
  • Demonstrate a customer service drive with outstanding communication skills, ensuring exceptional customer experiences.
  • Exhibit excellent problem-solving and multitasking skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Strive for continuous improvement and innovation, seeking opportunities to enhance processes and services.
  • Display a strong sense of responsibility and a professional presentation, embodying the values of Rapport Guest Services.
  • Possess strong IT skills, including proficiency in PowerPoint presentations and data analysis.

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