CLIENT SERVICES SUPERVISOR

• Day-to-day supervisory responsibility for the Client Services Coordinator (full-time) and Casual Client Services Representatives during all periods of activity (auctions, exhibitions, events and downtime activity)
• Ensure all transactional responsibilities of the Client Service team are effectively carried out, service levels are maintained, and make certain that we are consistently providing an exceptional “one-stop shop” experience for clients across all client touch points.
• Manage staff recruitment and performance monitoring of all staff within Client Services, including Gallery Invigilators on zero-hours contracts.
• Oversee the scheduling of staff coverage to maximize efficiency, fulfill all tasks, and provide sale coverage.
• Define training modules, schedules, effective coaching and monitoring sessions; and ensure standard operating procedures are maintained, updated, and communicated to team members.
• Manage reception costs for Berkeley Square, including stationery and post/courier services.
• Review similar office costs for regional European offices, ensuring that they are itemized against the correct financial reporting lines.
• Maintain a daily presence on the front desk, working alongside the team in the following tasks:

o   Pre-sale registration for in-person bidders;

o   Answer questions about other bidding methods (phone, absentee, online);

o   Manage ticked sales, when necessary;

o   Assist Gallery Registrar and Client Accounts to process lot payments and pick-ups when necessary;

o   Handle catalogue requests and sales;

o   Manage client enquiries and maintain a good client relationship by seeing to clients’ needs;

o   Verify and update client accounts and information;

o   Act as a liaison with the departments on behalf of clients;

o   Assist with Account Creation in conjunction with the US and HK CS teams.

• Manage Client Services during the Geneva marquee sales held once per season, carrying out all the same duties/tasks as for London-based auctions and seeing to special client needs associated with offsite auctions, ensuring that there is a robust CS team present to address all client needs
• Act as a point of contact for and ensure reception duties are carried out for non-Phillips tenants at Berkeley Square, remaining available to assist with any issues
• Ensure public areas and Front of House areas are always clean and tidy; liaise with the various Operations stakeholders to fix and address any issues
• Ensure problems are escalated appropriately, including keeping a record of both positive and negative client feedback; implement process changes as necessary.
• Foster positive working relationships with Client Services teams in our New York and Hong Kong offices, working to maintain a consistent service level for clients in all locations,
• Work to develop a culture focused on client service within the company by developing relationships with staff in all areas/departments and designing training programs across all levels of the business.
• Recommend initiatives, implement and monitor changes focused on improving client service for all clients at all levels of transactions.
• Perform any ad-hoc duties as required.