What are the responsibilities and job description for the Head of Client Services position at Bonhams?
About Bonhams
Bonhams is a global auction house with an 18th century heritage poised for transformative change. Our global operations are based in London, Paris, New York, Los Angeles, and Hong Kong where we sell in over 60 categories, including motor cars, paintings, jewelry, and entertainment memorabilia.
Our employees are passionate about their work, and we pride ourselves on a bespoke approach that aims to make every client feel important.
Bonhams is an Equal Opportunity Employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
Key Tasks and Responsibilities
Qualifications
In addition to an active and progressive work environment, Bonhams offers a competitive benefits package to encourage work/life balance, including:
Applicants who best match the position qualifications will be contacted.
Bonhams is a global auction house with an 18th century heritage poised for transformative change. Our global operations are based in London, Paris, New York, Los Angeles, and Hong Kong where we sell in over 60 categories, including motor cars, paintings, jewelry, and entertainment memorabilia.
Our employees are passionate about their work, and we pride ourselves on a bespoke approach that aims to make every client feel important.
Bonhams is an Equal Opportunity Employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
Key Tasks and Responsibilities
- Provide leadership to the Client Services team in the US and collaborate with the Client Services Supervisors in New York, California, and Massachusetts on staffing and processes
- Centralize processes and procedures for all front of house staff in New York, California, and Massachusetts with a focus process improvement and efficiency
- Lead and develop all training needs for the department
- Ensure that the waiting time is kept to a minimum for clients/customers
- Successfully manage and resolve all client queries in a timely manner to ensure exceptional service
- Responsible for all the recruitment for the client services department
- Assist in all aspects of sales, bids, registration, etc.
- Ensure that client services liaise with collections, operations, and shipping departments as needed
- Provide input and recommendations internally regarding service failures
- Ensure that the highest service level is provided to clients
- Demonstrate dedication to professional development and stay current on strategic improvements in customer service, sales, and supervisory procedures and practices
- Report and resolve complaints and ensure communication on resolution steps
- Work alongside the London team to implement centralization of processes
- Direct responsibility for all the staff in this area
- Work internationally in establishing processes for the centralized bids department
- Ensure that the waiting time for clients/customers is kept to a minimum
- Make certain that the department is operating effectively
- Ensure that everyone on the Client Services team is well trained in all the processes in relation to Cashiering
- Work with buyer and vendor queries in person, by phone and email
- Dealing with internal as well as external queries
- Own the process of recording and depositing incoming payments through the banking system
Qualifications
- Minimum of eight years of experience in Client Services and at least three years of people management experience including completing performance reviews and offering feedback for improvement to your team
- Excellent written, verbal communication, and networking skills
- Detail-oriented, well-organized manager
- Ability to prioritize and meet strict scheduled deadlines
- Computer proficient, and able to work within the Microsoft Office Suite
- Ability to travel occasionally domestically
In addition to an active and progressive work environment, Bonhams offers a competitive benefits package to encourage work/life balance, including:
- Excellent medical, dental and vision insurance – HMO, EPO, PPO with FSA and HSA
- 20 days paid time off (PTO)
- 12 paid holidays and holiday break from Christmas to New Years Day
- 16 weeks fully paid parental leave and flexible work arrangements
- 401(k) retirement plan with company contribution
- Life insurance with AD&D
- Short- and long-term disability
- Tuition reimbursement
- Commuter benefits (transit and parking)
- Employee assistance program (EAP)
- Professional development: free online training and expansive content library
- Employee resource groups: social club, diversity committee, mentorship program
- Sponsored socials: annual staff art exhibition, annual summer and holiday parties, weekly breakfast
Applicants who best match the position qualifications will be contacted.