Head of Client Services

Alchemy Global Talent Solutions is looking for a seasoned Head of Client Services based in London in collaboration with a prominent auction house. The individual in this role is in charge of managing the Client Services department, which includes Front of House employees, Client Service Managers, and Client Service Administrators. 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.

Role and Responsibilities

• 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.

Key Requirements

• 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.