Head of Client Services - Auction House

In order to provide outstanding customer service and uphold high standards of service, the Head of Client Services will oversee the smooth operation of both in-house and off-site auctions across locations. Strong leadership abilities, strategic thinking, and a thorough comprehension of the auction process are necessary for this position.

• Act as the primary point of contact for any client or operational concerns during events, oversee the setup and administration of FOH for auctions.
• Oversee and assist the Client Service team, which consists of managers, administrators, and FOH employees, making sure that they are motivated, trained, and developed.
• During in-person and off-site auctions, make sure that all client services—including registration, bidding assistance, post-sale support, and payment processing—run smoothly.
• Responsible for team scheduling, performance evaluation, and cultivating a customer-focused culture.
• Verify that client communications and transactions adhere to internal, legal, and regulatory requirements.
• For flawless auction experiences, work with Sales, Marketing, and Logistics to uphold high service standards at all client touchpoints.
• For off-site sales in the UK and Europe, assist the Edinburgh and London salerooms and collaborate closely with the Motoring Department.
• Oversee Front of House employees to guarantee a warm and professional environment for customers.
• Utilise customer service data to spot patterns and promote data-driven enhancements.
• Develop plans to improve customer satisfaction and client service operations at auction events.
• Monitor customer feedback, streamline internal procedures, and pinpoint areas for operational and service enhancements.
• To make changes and keep a competitive edge, stay up to date on industry best practices.
• Provide senior management with regular updates on team performance, customer satisfaction, and operational metrics.

• Demonstrated expertise in a leadership position in client services, preferably in the luxury goods, art, or auction industries.
• Outstanding planning abilities and expertise in overseeing Front of House operations and sizable events or auctions.
• Excellent team leadership and motivational abilities to train employees and promote a culture of cooperation.
• Dedication to providing each and every client with the highest calibre of professionalism and service.
• Capacity to oversee several projects, work under pressure, and travel for off-site sales, especially for car auctions in the UK and Europe.
• Outstanding people skills to interact with stakeholders and clients at all levels.
• It is very desirable to be familiar with auction procedures and processes.