Art Auction Post-Sale Client Experience Specialist

United States Digital Space LLC; Greater London; On-site; GBP 28,000 - 42,000; Full time

Job summary

Sotheby’s in London is seeking a Client Experience Representative to be the main contact for post-auction client inquiries across phone, email and ticketing channels. You will manage daily case volumes with attention to detail and uphold service standards and SLAs.

Working with specialist departments and operations, you’ll own cases through resolution, support continuous improvement, and help deliver a seamless client journey in a fast-paced luxury environment.

Qualifications

• Demonstrable experience managing high volumes of client enquiries, cases or support tickets within a service-driven environment.
• Exceptional client service skills with strong abilities in active listening, empathy, conflict resolution and relationship management.
• Experience working against service level agreements and performance targets.
• Excellent written and verbal communication skills with outstanding attention to detail.
• Strong organisational skills with the ability to prioritise competing client demands.
• Ability to remain calm, professional and solution-focused when handling challenging client situations.
• Experience collaborating across multiple departments to achieve positive client outcomes.

Responsibilities

• Act as the primary point of contact for client enquiries across email, telephone and Freshdesk channels.
• Manage daily ticket volumes, ensuring all client cases are appropriately prioritised, actioned and resolved within established service level agreements.
• Take ownership of client cases from enquiry through to resolution, coordinating with relevant internal stakeholders as required.
• Deliver timely, professional and accurate communications that reflect the company client service standards.
• Proactively monitor ticket queues, identifying aged, high-priority or at‑risk cases and driving timely resolution.
• Respond to general client enquiries relating to selling items, general enquires about sales, payments, collections, shipping, invoices, documentation and post auction processes.
• Handle client complaints, concerns and escalation requests with empathy, professionalism and a solution‑focused approach.
• Identify service failures, operational issues or recurring trends that may negatively impact the client experience and elevate accordingly.
• Work collaboratively with specialists, finance, shipping and other operational teams to ensure seamless client outcomes.
• Maintain detailed and accurate records of client interactions and case activity.
• Support continuous improvement initiatives by providing feedback on client pain points, service trends and process enhancement opportunities.
• Participate in client experience projects and initiatives as requested by management.

Skills

High-volume client support

Exceptional client service

SLAs & targets

Written & verbal communication

Organisational skills

Conflict resolution

Tools

Freshdesk

Job description

Sotheby’s in London is seeking a Client Experience Representative to be the main contact for post-auction client inquiries across phone, email and ticketing channels. You will manage daily case volumes with attention to detail and uphold service standards and SLAs.

Working with specialist departments and operations, you’ll own cases through resolution, support continuous improvement, and help deliver a seamless client journey in a fast-paced luxury environment.