Customer Service Supervisor

Full-time | Permanent | 40 hours per week | Monday–Friday (shift rota 7:00 AM – 7:00 PM, flexibility for evening functions)

At Rapport, we create workplaces where people feel welcomed, supported, and inspired. If you’re a confident, people‑first leader who thrives in creative environments and loves delivering exceptional service, this could be the perfect next step in your career.

As the Customer Service Supervisor, you’ll be at the heart of our vibrant Edinburgh office. This is a fast‑paced, design‑led environment where no two days are the same and great service truly makes a difference.

• 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!

• Oversee the smooth daily operation of a corporate office
• Deliver a warm, professional, and personalised welcome to all visitors.
• Ensure all spaces — from client‑facing areas to meeting rooms — meet the highest standards of presentation, cleanliness, and functionality.
• Manage maintenance issues with ownership and pace, keeping stakeholders informed throughout.
• Support the end‑to‑end delivery of onsite meetings, workshops, and events.
• Coordinate event logistics, including planning, catering, communications, and reporting.
• Inspire, mentor, and develop the Customer Services team, fostering a positive, high‑performing culture.
• Monitor training needs using a skills matrix and coordinate ongoing development.
• Lead performance reviews, probation meetings, PDRs, and regular one‑to‑ones.
• Build strong, collaborative relationships with clients, landlords, and service partners.
• Prepare clear and concise reports on a weekly, monthly, quarterly, and annual basis.
• Handle complaints professionally, ensuring appropriate escalation and documentation.
• Maintain up‑to‑date Health & Safety documentation and ensure full compliance.

• Share our Rapport values:
  Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Preferably have previous team leadership experience in front‑of‑house within a luxury hotel, premium airlines, or a corporate business environment
• Have passion to deliver excellent guest service in everything that they do
• Be adaptable and flexible, creative and proactive, organised and detail‑oriented, process‑driven, and resourceful with a can‑do attitude
• Have excellent time management and communication skills (verbal and written)
• Be able to easily build rapport with key stakeholders (internal, external and VIPs)
• Will be from a luxury hotel background within a 4 star or 5 star property.
• 2 plus years of team management essential
• F&B events experience advantageous but not essential

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 Ambassadors’ 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…