Service Operations Lead

Christie's; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading art business seeks a Service Operations Lead to enhance client experience through exceptional service and support across various operational tasks. This hybrid role requires strong communication and problem-solving skills, with a focus on building relationships and ensuring client satisfaction. You'll manage client queries, oversee auction-related tasks, and collaborate with internal teams to improve service processes. The position offers a dynamic work environment with a commitment to excellence and innovation.

Benefits

25 days annual leave

Birthday leave

Flexible Fitness Fund

Private Health Insurance

Generous retirement plan

Discretionary Bonus

Volunteering day

Qualifications

• 18 months experience in a client facing role.
• Ability to build strong relationships internally and externally.

Responsibilities

• Provide support across Service Operations and Post Sale tasks.
• Be the primary point of contact for clients’ queries.
• Own client issues through to resolution.

Skills

Client Service

Communication

Problem Solving

Time Management

Tools

IT Skills

Job description

The Company

Christie’s, the world’s largest Art Business, offers an exciting and enriching environment to start or continue your career. Whether within our Specialist Art Departments or operational teams, we work together to uphold our 250-year-old company's success, blending tradition with innovation. Our shared values include Integrity, Excellence, Innovation, Responsibility, and Relationships. Passionate colleagues across departments are industry leaders, making it inspiring to work here.

Why This Role Matters

The Service Operations Lead exemplifies exceptional client service, supporting the Service Operations and Post-Sale teams across various responsibilities. This hybrid role requires proficiency in specific task areas, embodying Christie’s core values and Client Services Standards. The role involves handling client queries via email, phone, and in person, assisting with bidding, buying, shipping, and collection.

How You'll Make an Impact

1. Support Service Operations and Post Sale tasks both remotely and in person, including Bids Registration, Carrier Collections, Shipping, Payments, and Collections.

2. Serve as the primary contact for client queries throughout their buying journey, from registration and invoicing to collection and shipping.

3. Add value by anticipating client needs and preferences, enhancing their experience.

4. Manage client issues to resolution, building trust and demonstrating professionalism.

5. Perform assigned Service Operations tasks, such as inbox management and CS Desk responsibilities.

6. Support a portfolio of Live and Online auctions for Post Sale issues and queries.

7. Handle CAT and Non-CAT collections, ensuring timely bookings of shipments and collections.

8. Maintain strong communication and collaboration between Service Operations and Post Sale Services.

9. Collaborate with internal stakeholders to improve processes and service levels.

10. Proficiency in post-sale shipping, especially RTO and old stock shipments.

11. Other duties as assigned by Line Manager.

What you’ll bring to the team

• At least 18 months experience in a client-facing role.

• Exceptional client service and communication skills.

• Flexibility regarding office attendance (3-5 days/week).

• Professional appearance and adherence to dress code.

• Strong organizational skills, ability to prioritize, and meet deadlines.

• Ability to build internal and external relationships and act as an ambassador.

• Proven time and task management, problem-solving skills.

• Knowledge of organizational resources to resolve issues.

• Logical thinking, attention to detail, personal organization.

• Willingness to share learning and suggest improvements.

• Excellent IT skills and system knowledge.

What’s great about working for us

• 25 days annual leave + 1 day Birthday leave.

• Christie’s Christmas office closure (Dec 25 – Jan 2), plus additional holiday benefits.

• Extra annual leave at 5-year milestones.

• Volunteering day and donation matching up to £500/year.

• Flexible Fitness Fund (£400/year).

• Access to art exhibitions and exclusive tours.

• Discretionary bonus based on performance.

• Retirement plan with employer match up to 10%.

• Private health and dental insurance.

• Income protection, life insurance, Employee Assistance Programme, eyecare vouchers, Cycle to Work scheme, discounts, and family policies.

Additional family benefits include 16 weeks full pay maternity leave, four-day workweek post-maternity, dependent care, and community groups.

Closing Date: Sunday 1st June

#LI-Hybrid