A Collaboration Day Like No Other!

A Collaboration Day Like No Other! 4773 3580 Sam Smith

Every year, our Rapport leadership team get together for Collaboration day with excitement for the next 12 months. This year was a little bit different…

What is Collaboration Day all about?

Collaboration Day for Rapport is a day that our leaders come together to further their leadership skills, improve upon our employee engagement, and to build upon our unique culture. We live by our brand values, especially “Stronger Together”, as we recognise that so much more can be achieved by working together as a team rather than individually. The goal of the day is for everyone to engage collaboratively with other leaders, to learn from each other, and develop ideas on how to better engage the rest of our colleagues or “Rapport Ambassadors”, as we call them.

The day is usually filled with business updates, strategy for the next year, and team building exercises. Collaboration Day 2021 was a day like no other and no one will forget it anytime soon!

The attendees were treated to a presentation from Rapport Founder, Greg Mace, who was attending his final Collaboration Day before saying a final goodbye to Rapport. He took the leaders on a journey through his entire career, going all the way back to when he was a boy working a very modest job. Amongst Greg’s many words of wisdom, we learnt what inspired him to start Rapport, how he did it, and drives him. Greg’s inspiring presentation was met with a very warranted standing ovation.

After hearing Greg’s words about finding your passion and how to motivate yourself, our Rapport leaders then met a very special man who gave another perspective on this. Motivational speaker, artist and published author, Henry Fraser, took the spotlight at Rapport’s Collaboration Day to share his emotional and powerful story of acceptance and overcoming unimaginable difficulties.


Some emotional farewells

After exhausting themselves chasing marbles all afternoon, everyone settled down for the final remarks before closing. The organising team had in fact put together some surprise farewell memories and parting gifts for Greg. Instead of a goodbye card, Greg was presented with a photo book that had memories and thoughtful messages, spanning a decade.

Words will never quite  express the impact that Greg has had on so many Rapporian’s lives, but the team did their best to express this with a statue of Prometheus, inscribed with:

To the man who gave us our fire. We’re forever grateful. ​

Your Rapport Team


Collaboration Day 2021 – an exceptional day

The 24th July 2021 was the first time in 18+ months that most of our team had seen each other in person. Whilst we pride ourselves on our resilience during 2020 and how well we stayed connected virtually, it was truly special to be able to spend time together in person.

The day started out with pastries, coffee and long overdue in-person mingling. After breakfast, the leadership team were presented with an unexpectedly light business update. All new attendees were properly welcomed, along with joiners from our “Lead The Way” team leader development program. The organising team decided that this year the business update and workshopping would be kept to a minimum to make room for what came next.


Working up a sweat

Instead of business strategy and skills building, this year our teams were treated to “Crystal Maze”. This was a series of challenges and tests that kept the teams busy for three hours!

Everyone was divided into 6 teams; all having a very specific team name that related to a story about Greg Mace. While some teams were guiding each other blindfolded through a “minefield”, and solving tests of numbers, other teams were racing against the clock through a “snake swamp” or sprinting around with pipes to try and guide marbles into a bucket.

After a very emotional and action filled day, all the attendees were met with yet another surprise!

West End performer and Drag Artist, Ella Vaday, gave a very upbeat and flamboyant performance, followed by a music quiz. This gave everyone a much-needed laugh and sparkle after such a passionate day.

All the attendees and Ella Vaday then spent time unwinding on the roof top, listening to the relaxed music from The Revue roaming band.

Rapport secures number 1, 2 and 3 spots at Best Companies Live

Rapport secures number 1, 2 and 3 spots at Best Companies Live 3859 2200 Sam Smith

Rapport has been recognised as number two in the top 100 list of the UK’s Best Large Companies to Work for 2021!

Rapport also secured the top spot in this year’s Business Services 20 Best Companies to Work For list!


Rapport had a momentous day at the virtual Best Companies Live engagement event, taking home three incredible accolades.

Rapport has been recognised as number two in the top 100 list of the UK’s Best Large Companies to Work for 2021. To make the list at all is an incredible achievement on its own, but to make the number two spot is an amazing acknowledgement of all the hard work and dedication from our teams and Ambassadors that make our company so special. Rapport also received a three star accreditation which represents ‘world class’ levels of workplace engagement; an improvement from an outstanding two star accreditation in the previous year and the 45th spot in the Top 100 list.

Rapport also took home the number three spot for Best Large Companies in London, and number one for Business Services 20 Best Companies to Work For list 2021. We have been working harder than ever over the last 12 months to focus on the wellbeing of all our teams, and fostering our culture of inclusion and company value of #StrongerTogether

A huge focus for us this past year has been to offer an abundance of ways in which our Ambassadors can get engaged and be part of this incredible community we have created. Rapport is a safe place where Ambassadors can bring their whole selves to work.

Best Companies Live, dubbed the world’s largest engagement event, was a free online event that saw the Best Companies lists revealed, as well as conversations around best practise, engagement, and the future of the workplace. The day was hosted by TV and sports presenter, Dan Walker, who opened the day.

The head office team organised a huge conference room so that everyone present could safely get together to watch the live countdowns. The team was especially thrilled to be celebrating these incredible achievements together as some of them had not seen each other in person over the last 12 months. It was a delightful day of celebrations and in-person reunions, where the team could properly celebrate their hard work and dedication to inclusion and engagement at Rapport.




15 Years in the making!!!

So proud of our whole team and grateful for all their hard work over the last year. Thank you Best Companies for this incredible recognition. Achieving position number 2 on the UK’s Best 100 large Companies to work for 2021 is just amazing.

Greg Mace, Founder and Managing Director of Rapport





Delighted, humbled and so very proud of the Rapport Guest Services team!

The recognition is a true reflection of the hard work and our continued focus on employee wellbeing and engagement throughout a very challenging year.

Dirk Talsma, Director of Strategy and Business Operations

Greg Mace, Founder, and Emily Abbam, Diversity & Inclusion Business Partner, being interviewed by Dan Walker on Rapport’s number 1 spot in their business sector.

Rapport celebrates National Customer Service week

Rapport celebrates National Customer Service week 640 480 Sam Smith

Every year, Rapport is proud to support National Customer Service Week (NCSW) – an annual event organised by The Institute of Customer Service “to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.”

National Customer Service Week took place from Monday 5th to Friday 9th October. It been a fantastic opportunity to recognise and celebrate the achievements of our Ambassadors who champion excellent service. Each day this week we celebrated a different customer services related theme and had different activities to promote positive discussion about leadership, skills and recognition.

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Wednesday was a fantastic day where so many of our Ambassadors celebrated their Customer Service Heroes. Many people shared heart-warming stories of their colleagues and friends and why they are customer service heroes. One Ambassador said about their colleague:

“…has the kindest heart, amazing smile and warmest nature. She is never far away with a coffee or hot drink for you, a little food treat & always a selfie!”

The level of dedication, kindness and professionalism from our Ambassadors is something we can all aspire to. Our Rapport Ambassadors are our Customer Service Heroes.

On Friday we held a virtual session on Trust, Ethics and Sustainability. Some Ambassadors and head office team came together to discuss “what does trust, ethics and sustainability mean to you”. This was a very engaging session that really highlighted the importance of ensuring the environment and sustainability are high on everyone’s agenda.

Our intuitions were confirmed after this session that our personal and corporate environmental impact is very important to our Ambassadors, likely enhanced by the recent release of Sir David Attenborough’s documentary/witness statement.

“People are always asking what they can do to turn this situation around. The truth is there isn’t one single answer, though we can make a big difference by putting nature at the heart of our decisions.”

– Sir David Attenborough

National Inclusion Week 2020 – Making inclusion a reality

National Inclusion Week 2020 – Making inclusion a reality 961 605 Sam Smith

Rapport went the extra mile this year with National Inclusion Week which took place from 28th September to 4th October this year.

The seed was planted by our EmbRace You committee and the planning quickly grew into a whole week of initiatives. It was so uplifting and inspiring to see so many Ambassadors, managers, team leaders and the head office team celebrate and promote inclusion in all its forms.

The theme for National Inclusion Week this year was about connecting with a person or organisation to help them understand the opportunity of inclusion and inspiring each other to make inclusion an everyday reality. We know that an inclusive workplace is a more productive and innovative one, but what is far more important about inclusion in the workplace is how it positively impacts our wellbeing and mental health.

Inclusivi-Tea demonstration with Restaurant Associates UK

The Rapport team and EmbRace You committee also joined our Restaurant Associates UK colleagues and Pride in Food representatives to enjoy a socially distanced Inclusivi-Tea party. It was so good to see one another in person and learn more about colleagues from across different parts of our business. We were also lucky to get some of our EmbRace You committee members together for the first time and talk all things diversity and inclusion.

Pictured are members of the EmbRace You committee

The week was full to the brim with inclusion themed activities.

On Tuesday, some Ambassadors viewed and discussed the short film Purl and how this highlights the importance of inclusion and kindness. On Wednesday, we hosted our very first Instagram live Cook-Off, where we had a real-time tiramisu demonstration and shared dishes sent in by other Ambassadors. Thursday saw many Ambassadors sharing song suggestions for our new ‘Be You At Rapport’ playlist. To conclude a fantastic week, Rapport hosted a virtual end of week celebration and a cocktail shake-along for all to enjoy.

Socially distanced afternoon Inclusivi-Tea

At this time during National Inclusion Week, we were limited in how much we could meet face to face, but that didn’t stop us having fun and spreading the message of diversity, inclusion and kindness along the way.

Cocktails, Quizzes and Yoga – Rapport Celebrates World FM Day

Cocktails, Quizzes and Yoga – Rapport Celebrates World FM Day 1095 616 Sam Smith

World FM Day showcases the vital work Facilities Management professionals contribute to businesses across the world and aims to raise the profile of these important roles.

In Rapport we have many FM related roles across our business, which include Porters, General Duties Assistants, Room Technicians, Floor Managers, Floor Hosts and Assistant Facilities Managers.  World FM Day was an opportunity to recognise their hard work and the contribution they make to our overall success.


This year brought us a lot of virtual activities to mark the day and celebrate the wonderful work that our FMs do. There was a big focus on wellbeing, with a live yoga session, guided meditation, nutritional guidance and other self-care related initiatives.

Despite this year’s World FM Day being a little different for us as we were in lockdown, we wanted everyone at Rapport to still have an action-packed day and show our teams how proud we are of the work that they do. Although we would usually have so many events in person, having these virtually meant that everyone had the opportunity to attend more of these from the comfort of their own desks.

Our Ambassadors were spoilt for choice this year with so many online events. Many logged on to take part in the very popular quiz and tested their knowledge for the chance to win prizes. We also had a live and interactive cocktail/mocktail demonstration masterclass that everyone thoroughly enjoyed.


Celebrating our unsung heroes on National Telephonists’ Day 2020

Celebrating our unsung heroes on National Telephonists’ Day 2020 1050 787 Sam Smith

Celebrating our unsung heroes on National Telephonists’ Day 2020

Every March we are proud to shine the light on professional telephone operators all over the UK.

National Telephonists’ Day is a day to recognise and appreciate the fantastic contribution professional telephonists make to organisations across all business sectors, promoting the important role that they do. They are often the first point of contact a client has with an organisation and so the telephonists have a huge responsibility to create the right first impression.

The seventh annual National Telephonists Day was celebrated on March 10 to mark the anniversary of the very first telephone call made by Alexander Graham Bell in 1876. This day was first launched back in 2014 by Rapport and ComXo, the UK’s leading providers of in-house and outsourced telephone services who employ a combined total of over 150 telephonists across the UK. Greg Mace, Founder and Managing Director of Rapport said:

“It was back in 2014 that we jointly founded this special day to celebrate all the brilliant switchboard operators and call services professionals. Now in its 7th year, NTD continues to go from strength to strength.”

As always, Rapport and ComXo teamed up to sponsor competitions and put together innovative activities and surprises to make the day bigger and better than ever. Rapport ran a Happy Desk Top Garden competition where everyone was invited to design their very own by either painting, drawing or collaging a creation. ComXo challenged everyone this year to create their own telephonist wellness kit. This year was very much focussed on wellbeing and it was magnificent to see all the brilliant entries come in for both competitions. Our Ambassadors certainly made it very difficult to decide on a winner!

The Rapport head office team all went to visit our telephonists on the big day, armed with gifts and treats. All our telephonists received wellbeing giftbags that included things like sleep spray, tea and a wellness book. Everyone really appreciated the time spent with the teams, learning more about each other and celebrating National Telephonists Day.

Pictured are L to R Greg Mace and Andrew Try, Managing Director of ComXo,  joint founders of National Telephonists’ Day

Rapport recognised as one of The Sunday Times 100 Best Companies to Work For 2020

Rapport recognised as one of The Sunday Times 100 Best Companies to Work For 2020 600 450 Craig

On February 20th, Rapport was recognised as one of the Best Companies to work for in the UK 2020.

The prestigious Sunday Times 100 Best Companies to Work For 2020 was unveiled at a brilliant awards ceremony in London, and we are very proud to share that Rapport came in at number 45.

Achieving this award is a testament to the huge focus on our people and the culture of empowerment we have created. Our learning and development initiatives and programmes have been instrumental in securing this accreditation.

Commenting on the recognition, Greg Mace, Founder and Managing Director of Rapport said:

“We are delighted to be recognised in the Sunday Times 100 Best Companies to Work For list. This achievement is a tribute to the fantastic work, passion and dedication of every one of our team. Our people are at the heart of our business and this recognition is all about celebrating their efforts.”

The awards are based on a number of criteria, recognising an organisation’s approach to factors such as employee engagement, work-life balance, and training and development. Rapport also received a two-star accreditation from the organisation ‘Best Companies’ which is the second highest accreditation that can be achieved and represents organisations striving for and achieving outstanding results. This can only be made possible through an ‘outstanding’ commitment to workplace engagement. 

Robin Mills, Managing Director of Compass Group UK & Ireland said:

I want to congratulate every one of the Rapport team for their inclusion in the Sunday Times 100 Best Companies to Work For 2020.

This recognition is well deserved as I know how dedicated and passionate our Rapport colleagues are and they really do go the extra mile for our clients and their guests. We are really proud to have Rapport as part of the Compass family”.

Rapport ‘Oscars’ night of celebration the best ever

Rapport ‘Oscars’ night of celebration the best ever 1730 975 Sam Smith

The Rapport Excellence awards is our version of the ‘Oscars’, where ambassadors who have demonstrated excellence within our business receive recognition.

Preparations for the event begin months in advance, where the night is meticulously planned out and nominations are made. Managers and team leaders spend hours preparing nominations and putting together the most inspiring stories of the year to see who will win a coveted Rapport Excellence Award. The event is an opportunity to recognise those Rapport Ambassadors who consistently deliver remarkable service and represent our brand values.

Held each February, it was yet again another fabulous night at the spectacular Queen Elizabeth II Conference Centre, attended by over 700 Rapport ambassadors and our clients. All were treated to a first-class experience, starting with a reception filled with exceptional food and drinks.

The official awards opened with a mesmerising acrobatic light performance, but the night did not peak there. Guest speakers, a New York trip prize draw for one of our lucky team, and the announcements of the winners, kept the audience captivated, but what made the night really special was the performance from our very own Rapport choir.

The choir had secretly been rehearsing for weeks to prepare for their biggest performance to date. These Ambassadors proudly walked onto the big stage in front of their peers, dressed to the nines, and performed This Is Me from The Greatest Showman.

This song was met by so much enthusiasm and applause, you would have though you were at an Ed Sheeran concert. Just when you though the night couldn’t get any bigger, the choir surprised the Audience with Spice Up Your Life by The Spice Girls. Every person in the room got to their feet and danced, leaving everyone feeling completely elated.

The awards reflect the importance Rapport places on its brilliant ambassadors and their outstanding achievements. The award categories relate to Rapport’s core brand values which are; Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together. Awards recognising Leadership, Best Client Feedback, the Rapport Heart Award and the Best Newcomer were also presented to a group of worthy winners.

Rapport celebrates National Customer Service week

Rapport celebrates National Customer Service week 1500 854 admin

Every year, Rapport is proud to support National Customer Service Week (NCSW) – an annual event organised by The Institute of Customer Service ‘to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy’.

The dedicated week took place from Monday 7th October, through to Friday 11th and was a great opportunity for us to celebrate our customer service achievements and keep up to date with all the latest advancements. During National Customer Service Week, each day at Rapport we had a customer service-related theme to aid positive discussion and thought leadership.

Tuesday’s theme centred upon Capability & Skills. The Rapport teams learned how to identify and nurture customer service skills in their organisation.

One site held a “DISC” communication and profiling training session at their site.  This tool assesses behaviour based around personality traits.  This exercise educated the team in different communication styles and how to identify different skills and strengths to make a bigger impact to our customer service and operation.

On Wednesday all of the Rapport ambassadors focused on the theme of recognition, their favourite day! It was a fantastic opportunity for our ambassadors to be celebrated as individuals.  In one of our sites every ambassador received a personalised message (and a doughnut!) from their team leader reminding them of why they were brilliant and how much it meant to have them in their team.

At Rapport, it’s our part of our culture to engage our teams with key events throughout the year and this helps us to implement best practice, promote change and innovate.

On Friday, the teams focused on the value of trust and building brand reputation by delivering on promises. It was a great chance for our teams to have fun at work and break down barriers with people working in other departments or parts of the business.

World Mental Health Day

World Mental Health Day 2268 999 admin

WMHD is just one day each year but this important initiative is a good reminder that in Rapport we have an opportunity to start a conversation about mental health and break down the stigma that often surrounds it.

Our mental health is just like our physical health: everybody has it and we need to take care of it. Mental health problems affect around one in four people in any given year. They range from common problems, such as depression and anxiety, to rarer problems such as schizophrenia and bipolar disorder.

We are committed to developing our approach to mental health in the workplace, protecting and improving mental health for our people, whilst supporting those who experience distress.

Our Employee Assistance Programme

Our Employee Assistance Programme at Rapport has been created especially for anyone that is struggling and needs to speak to an expert. The level of support is second to none, helping our people cope with what life throws at them. This can support them to get back to playing a full part in their relationships, workplace and community. Our team can access this service through our dedicated Engagement Portal that everyone in Rapport has access to.

Our Head of HR, Natasha Whitehurst explained “Lots of companies have an assistance programme that they offer, however we ensure this service is promoted and tailored to our Ambassadors needs. We encourage all new managers to call the service and familiarise themselves with the support we offer to ensure they are best placed to advise.”

Mental Health Awareness Training

Good mental health at work and good leadership go hand in hand and there is strong evidence that workplaces with high levels of mental wellbeing are more productive.

We have developed a number of Mental Wellness programmes in association with a leading external consultant and are available to everyone from management through to frontline Ambassadors.

We believe that it’s not just about being comfortable enough to talk about the problems, it’s fundamental that our management plays a crucial role in supporting our people that experience distress and/or mental health problems and are equipped to recognise symptoms and have the tools to support in the right way. At Rapport, we support the development of compassionate and effective line management relationships – providing opportunities for managers and supervisors to attend these dedicated courses for mental wellbeing.