Client Experience Representative, Casual

THE ROLE

This role would provide interchangeable support to Client Services and the wider Client Experience department, acting primarily as in-person support for clients and visitors to Sotheby’s New Bond Street. 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 Liaison takes ownership of client issues through to resolution while proactively identifying opportunities to improve the overall client journey.

The successful candidate will have a passionate and detailed approach, with a desire to exceed client needs and expectations whilst promoting a highly professional and positive image for Sotheby's. The responsibilities of this position include but are not limited to the following activities:

RESPONSIBILITIES

CLIENT SERVICES

• Be the welcoming face of Sotheby’s
• Greeting clients, assisting with general enquiries and triaging to relevant departments
• Liaising closely and maintaining strong working communications with Client Experience, Bids, Seller Operations, Security, Events, Marketing and Boardroom, and various other internal stakeholders and departments, to ensure smooth running of front of house 
• Supporting Paddle Registration, Vetting and Ticketing during sales 
• Working on the Valuations desk, liaising with relevant Specialist, or providing alternative referrals 
• Handling, unpacking and labelling incoming property for Registrars 
• Taking registration and bidding instructions from clients and Sotheby’s staff in person
• Always complying with Security, Compliance and KYC guidelines
• Occasionally supporting Cloakroom as necessary
• Keeping the Front of House area and Catalogue displays immaculate at all times 
• Providing exceptional client service on the counter in respect of all sale activities 
• Supporting the Bids department with back-office support and clerking where necessary

CLIENT CARE

• 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 escalate 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.

Key Skills & Experience

Essential

• Exceptional client service skills with strong abilities in active listening, empathy, conflict resolution and relationship management.
• Demonstrable experience managing high volumes of client enquiries, cases or support tickets within a service-driven environment.
• 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.
• High level of computer literacy and able to display dexterity working across multiple systems
• Ability and willingness to be flexible with working hours including weekends and evenings where necessary
• Enthusiastic and calm under pressure, with a common-sense approach

Desirable

• Experience using SAP
• Experience using Freshdesk or similar case management/ticketing platforms
• Second language would be advantageous