Head of Operations (Maternity Cover)

ATG (Auction Technology Group); London; On-site; GBP 60,000 - 100,000; Full time

Job summary

Join a transformative company in the auction industry as the Head of Operations, overseeing customer support and client services. This role is pivotal in enhancing service quality and driving innovation through strategic leadership. Collaborate across teams to ensure exceptional experiences for bidders and auctioneers alike. With a focus on ethical practices and sustainable growth, this position offers a unique opportunity to make a significant impact in a rapidly evolving sector. If you are passionate about customer service and have a knack for problem-solving, this role is for you.

Benefits

Health and Wellbeing Programs

Flexible Work Hours

Employee Development Opportunities

Work-Life Balance Initiatives

Qualifications

• Proven experience managing customer support teams.
• Strong knowledge of ecommerce and marketplace operations.

Responsibilities

• Manage UK customer experience and client service teams.
• Ensure high-quality support for bidders and auctioneers.

Skills

Customer Support Management

Ecommerce Knowledge

Analytical Skills

Problem-Solving

Team Leadership

Time Management

Communication Skills

Training and Development

Tools

Helpdesk Software

Excel

Job description

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Head of Operations (Maternity Cover) - 18-month Fixed Term Contract

WHO ARE WE?

ATG is leading the transformation of the multi-billion-dollar global auction industry. The company has grown rapidly over the last 7 years, expanding from ~$18m of revenue and $3m of profits seven years ago to over $170m of revenue and over $80m of profits today. The company IPO’d in 2021 and has had a successful run both during the Covid period and after. ATG is early in our journey to establish a hugely influential global internet company that is revolutionizing one of the last industries in the world yet to move significantly online.

WHAT DO WE DO?

ATG connects thousands of auction houses, listing millions of items worth over $15 billion annually (and growing!), to buyers in over 170 countries around the world. These buyers generate over 100 million bids a year for our sellers, helping them achieve maximum value for the goods they sell. We help auctioneers sell everything from medieval swords to combine harvesters, paintings and decorative art through to classic cars, furniture, and Caterpillar forklifts. We do this through 8 marketplaces that leverage our online auction technologies. We make auctioneers more efficient; we make small companies big by bringing them access to millions of bidders they could never find on their own, and we bring them technology they could never afford alone. We bring bidders choice of unique and specialized items, convenience, and trust. And we do it all in a shared success model that accelerates growth of the circular economy and sustainable buying. With ATG, our buyers and sellers win but so too does the planet! We have ethical ambition and it’s something our employees value and is a key part of who we are….as well as being a high growth marketplace company with excellent competitive positioning!

WHAT ARE WE HIRING FOR?

Responsible for managing the teams that provide support to bidders (the customer experience team) and sellers/auctioneers (the client service team) in the UK ensuring high-quality support is provided to bidders and auctioneers.

Key responsibilities include improving the quality of support, reducing bidder fraud, onboarding and training auctioneers, and supporting sales efforts.

The role involves collaboration with account management, product and the DevOps teams, compliance oversight, and team management to ensure productivity, engagement, and development.

Strong leadership and strategic thinking are essential for driving innovation and delivering exceptional service experiences.

WHO YOU ARE:

You are/have

• Strong passion and empathy for the customer
• Proven experience managing or supervising a team of customer support agents
• Strong knowledge of ecommerce, ideally with previous work experience with an aggregator website or similar marketplace
• Exceptional communication and interpersonal skills
• Exceptional problem-solving skills, ideally demonstrating a flair for getting things done in an entrepreneurial fashion
• Excellent analytical skills, with the ability to piece together disparate data from a variety of sources and distil into actionable recommendations
• Excellent organisation and time management skills, with the ability to prioritise workload and delegate effectively
• Experience using, implementing, and adapting helpdesk software
• Good knowledge of customer service KPIs and reporting methods, ideally experience working with Excel
• Experience recruiting and training staff
• Ability build rapport in cross-functional teams
• Strong work ethic and committed to seeing tasks through to completion
• Willing and able to work non-standard hours to a rota, including weekends
• Previous experience of working in the auction industry an advantage
• Willing to attend auctions throughout the UK as required (where deemed reasonable)

WHAT YOU’LL DO:

• Manage the UK customer experience and UK client service teams
• Ensure bidder and auctioneer support is delivered in a timely manner, at a high level of quality and based on bidder and auctioneer cohorts (e.g. high spenders and VIPs receive a high level of service)
• Use KPIs to monitor and improve support levels
• Develop a deep understanding of all support activities and make recommendations to improve and innovate our products
• Reduce bidder fraud by continuous improvement to Bidder Security processes
• Manage auctioneer training and clerking as a P&L
• Provide pre-sale support for our sales teams’ presentations to prospective customers
• Collaborate with product and devops for releases (including UAT), the implementation of new products and features and P1s.
• Ensure auctioneers comply with our listing policies and report compliance activity
• Size and structure of the team ensuring a high level of productivity and efficiency, opportunities for employee development, high engagement levels and low churn
• Lead and manage your direct reports with passion and enthusiasm

WHAT WE OFFER YOU:

At ATG, we invest not only in the health and wellbeing of our employees, but also for your future. We offer a wide range of competitive benefits and run programmes to support employees in areas including health, family, finance, growth, time off and work life balance.

DIVERSITY, EQUALITY AND INCLUSION

ATG strives to be a company where people of all races, religions and persuasions can work and thrive in a supportive environment. We are fully committed to the elimination of unlawful and unfair discrimination and we value the differences that a diverse workforce brings to our organisation. We will not discriminate because of any other irrelevant factor and proud to have built a culture that values meritocracy, openness, fairness and transparency.

You will not be disadvantaged because of who you are or where you come from. What matters to us is that you are the best person for the job and are passionate and committed to our vision to deliver in your role.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Production and Customer Service

• Industries

  Software Development

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