Client Experience Coordinator

Sotheby's; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Sotheby’s is seeking a Client Experience Coordinator to deliver exceptional post-auction client care across phone, email and ticketing channels. You will act as the primary contact and oversee daily case volumes with a focus on timely resolutions and high service standards.

Working closely with specialist teams, you will manage client enquiries, coordinate with operations, and support improvements to the client journey while upholding Sotheby’s values and SLAs.

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 Sotheby's 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 support

Client service excellence

SLAs & targets

Written communication

Organisational skills

Calm under pressure

Cross-department collaboration

Freshdesk familiarity

Tools

Freshdesk

Job description

ABOUT SOTHEBY'S

Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries. Selling categories include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits and Design, as well as collectible cars and real estate through RM Sotheby’s and Concierge. Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception. Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.

THE ROLE

Client Experience Coordinators are responsible for delivering an exceptional post-auction client experience by acting as the primary point of contact for client enquiries and managing daily client care case volumes across phone, email and ticketing channels. The role requires individuals to work diligently, with extreme attention to detail, ensuring all client interactions are handled professionally, efficiently, and in accordance with Sotheby's service standards and SLAs. Working closely with specialist departments and operational teams, the Client Experience Coordinator takes ownership of client issues through to resolution while proactively identifying opportunities to improve the overall client journey. As this role falls under the Client Experience Team umbrella, its core focus is on early client care; however, additional support across areas supporting post-auction activity will also be required.

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 Sotheby's 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.

Shipping & Logistics Coordination

• Authorise the financial release of property in accordance with company policies.
• Arrange shipping and logistics requirements for outbound property, both domestic and international.
• Monitor shipping quote requests and support timely fulfilment in line with service standards.
• Prepare, amend and process shipping quotations within Sotheby's systems.
• Liaise with approved shipping vendors and service providers to coordinate shipments.
• Monitor shipment progress and proactively resolve logistics-related issues.
• Manage export licence applications and customs documentation where applicable.
• Ensure all shipments comply with legal, regulatory and company requirements.
• Maintain shipping documentation and support vendor invoice processing, reporting and administrative requirements.

Skills & Experience Section

Essential

• 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.

Desirable

• Experience using Freshdesk or similar case management/ticketing platforms.
• Knowledge of post-sale operations, payments, collections or logistics.
• SAP experience.
• Fine art, luxury goods or auction house experience.
• Additional European language skills.

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