Client Services Supervisor
4 weeks ago
Bonhams is a global auction house with a rich 18th-century heritage, poised for transformative change. Our global operations are based in key locations worldwide, where we sell in over 60 categories, including motor cars, paintings, jewelry, and entertainment memorabilia. Our employees are passionate about their work, and we pride ourselves on a bespoke approach that aims to make every client feel valued.
About the RoleThe NY Client Services Supervisor will be accountable for delivering exceptional client experiences in person and through online bidding activity. This role will be the standard bearer for client service in our salerooms and for clients domestically and internationally. The Client Service Supervisor will focus on the client's journey through the auction process to ensure a simple, frictionless, and positive service experience for both buyers and sellers.
Key Responsibilities- Manage and lead the performance of the NY Client Services team, consisting of Client Services Administrators and assist with other locations when needed
- Collaborate with various departmental teams to offer Client Services support and staffing, including operations, marketing, credit control, financing, business directors, IT/technology, legal, shipping teams, and maintaining outside vendor relationships
- Organize staffing based on the sale calendar, ensuring staffing and client support as business needs demand
- Manage the continual growth and success of the NY Client Service team with a focus on team engagement and retention
- Deliver exemplary standards of client services and experience
- Maintain available training tools to ensure team and new starters have relevant and latest training content
- Foster the flow of information and knowledge across the Service team to maximize awareness of sales, categories, Bonhams' selling locations, and services
- Partner with Legal and Compliance teams to ensure KYC processes are being followed
- Identify any service hindrances and work with the Department Head to develop long-term solutions
- Be a consistent champion of the client voice and the Bonhams service standard across the business, identifying opportunities to improve the client focus
- Set the standards for saleroom and general front-of-house areas, from staff uniform, equipment, client meeting rooms, and auction rooms
- Review KPI tracking and client service data to challenge performance issues and drive improvements
- Identify other opportunities to measure service delivery and implement
- Ensure client feedback is reviewed and improvements made where possible
- Ensure the client experience is flawless and that all communications and interactions with Bonhams buyers are exceptional
- Ensure Front Desk and client-facing areas are staffed, tidy, and welcoming
- Ensure that our visitors and clients feel acknowledged, welcomed, and well-informed, and are quickly connected to appropriate Bonhams department and staff members
- Stay informed and aware of the preview, auction, and event schedule for each location
- Ensure we are handling client queries by phone, email, and in person quickly and accurately
- Ensure the correct processing of pre-sale enquiries and registrations properly and in a timely manner
- Oversee all auction functions, ensuring we are properly staffed, prepared, and ready to handle any problems that may arise
- Manage client accounts, updating internal systems with client details and ensuring appropriate compliance materials are on file
- Manage document retention for checks, buyer and seller collections, auction logs, registration forms, and bid forms
- Oversee cashiering duties: handling cash, recording payments, balancing sales, invoicing, and rebilling
- Facilitate and oversee post-sale processes, including payment, shipping, and collection inquiries for all buyers
- Safeguard the security and confidentiality of information and comply with the Data Protection Act and Bonhams' policies
- Be flexible with your schedule to support special events, sale previews, evenings, and offsite auctions
- Support new hire and ongoing training initiatives, including new processes, programs, technological changes, and educating teams accordingly
- Be available and interested in assisting with ad-hoc projects as they arise
- Manage high-value and VIP clients
- Handle escalations for Client Service with high-level attention and care
- Strong organizational skills and solid management experience with evidence of people development and team engagement
- Strong cultural awareness and a natural ability to establish good professional relationships with cross-departmental partners
- Ability to adapt immediately to new ways of working
- Forward-thinking, planning, and the anticipation of risk
- Confident and knowledgeable in working in a busy customer service environment
- Experience in creating Client Service processes
- Excellent interpersonal and communication skills, demonstrating first-class customer service skills and experience dealing with a diverse range of people
- Positive team player, able to maintain knowledge of departments, personnel, department experts, names, and titles of senior management and executive officers, as well as branch locations
- Experience employing quick and appropriate problem-solving skills, able to remain calm and collected under pressure
- Strong inter-personal skills and natural ability to create immediate good relationships
- Natural ability to lead, communicate, and work with internal audiences effectively
- Ability to support staff during logistic setup and be ready to work 'on the ground'
- Good knowledge of MS Office tools
- Flexibility to cover a fluid and growing sales schedule, inclusive of evenings and weekends
- Excellent medical, dental, and vision insurance - HMO, EPO, PPO with FSA and HSA
- 20 days paid time off (PTO)
- 12 paid holidays and holiday break from Christmas to New Year's Day
- 16 weeks fully paid parental leave and flexible work arrangements
- 401(k) retirement plan with company contribution
- Life insurance with AD & D
- Short- and long-term disability
- Tuition reimbursement
- Commuter benefits (transit and parking)
- Employee assistance program (EAP)
- Professional development: free online training and expansive content library
- Employee resource groups: social club, diversity committee, mentorship program
- Sponsored socials: annual staff art exhibition, annual summer and holiday parties, monthly birthday treats, weekly breakfast
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