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Head of Client Services, London

Posted 9 March by Christie Manson & Woods Ltd Featured Ended

OVERALL PURPOSE OF THE JOB:

The Head of Client Services fosters continuous improvement in client service, including team building, close monitoring of service levels, and identifying opportunities to enhance service efficiency. The Head of CS will work with stakeholders in the Operations department and Global Service Centre to maintain exceptional client service operating procedures and best practice. In addition, they will support the Global Heads of Client Services to implement Client Service strategy.

MAJOR RESPONSIBILITIES/TASKS

(Duties include but are not limited to the following):

  • Day to day management responsibility for the Client Service Centre & Front of House King Street
  • Ensure all transactional responsibilities of the Client Service Centre and Front of House are effectively carried out, service levels are maintained and an exceptional experience for clients is delivered
  • Manage recruitment and performance monitoring of all staff within Client Services, Front of House and Gallery Assistants
  • Oversee the scheduling of staff by Supervisors to maximize efficiencies and ensure appropriate sale coverage
  • Ensure Client Service standards, policies and processes are aligned across all client facing teams within Operations and Global Service Centre
  • Ensure Client Service Standards and standard operating procedures are maintained, updated, and communicated to team members
  • Define training modules and schedules for new and existing staff, plus ensure consistent coaching and monitoring sessions are performed by line managers
  • Ensure public and Front of House areas are always clean and presented to an excellent standard in terms of aesthetics; liaise with various Operations, Marketing and IT stakeholders to fix and address any issues
  • Ensure escalated issues are addressed, provide feedback, and implement process changes as appropriate
  • Conduct systematic review of organizational structure, job roles, responsibilities & salaries
  • Maintain departmental budget, and oversee statistical reporting including staff costs, overtime, corporate dress, and Gallery Assistants
  • Maintain departmental KPIs and report trends monthly to Operations Director UK
  • Pro-actively engage with appropriate stakeholders and ensure strong relationships are built accordingly
  • Strong support to the Induction Program including presentation of Client Services
  • Other duties as assigned by Manager

KEY COMPETENCIES AND SKILLS REQUIRED

  • BA/BS or comparable working experience working with clients in person and remotely preferred
  • 3-5 Years experience managing or leading teams, implementing projects, and supporting culture change
  • Demonstrated ability to reflect the image and standards of Christie's in all situations in accordance with Client Service Standards
  • Ability to work professionally and responsibly with all other areas within the business
  • Demonstrated ability to pay close attention to service levels
  • Excellent verbal and written presentation skills
  • Excellent general IT skills and knowledge of Christie's systems (preferred)
  • Languages desirable but not essential

Closing date: 18th March 2018

Reference: 34646225

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