Head of Regulatory Services

3 days ago

London, United Kingdom Alchemy Global Talent Solutions Full time

Alchemy Global Talent Solutions is looking for a seasoned Head of Client Services based in London in collaboration with a prominent auction house. The individual in this role is in charge of managing the Client Services department, which includes Front of House employees, Client Service Managers, and Client Service Administrators. In order to provide outstanding customer service and uphold high standards of service, the Head of Client Services will oversee the smooth operation of both in-house and off-site auctions across locations. Oversee and assist the Client Service team, which consists of managers, administrators, and FOH employees, making sure that they are motivated, trained, and developed.
During in-person and off-site auctions, make sure that all client services—including registration, bidding assistance, post-sale support, and payment processing—run smoothly.
Responsible for team scheduling, performance evaluation, and cultivating a customer-focused culture.
Verify that client communications and transactions adhere to internal, legal, and regulatory requirements.
For flawless auction experiences, work with Sales, Marketing, and Logistics to uphold high service standards at all client touchpoints.
Utilise customer service data to spot patterns and promote data-driven enhancements.
Develop plans to improve customer satisfaction and client service operations at auction events.
Monitor customer feedback, streamline internal procedures, and pinpoint areas for operational and service enhancements.
Provide senior management with regular updates on team performance, customer satisfaction, and operational metrics.

Demonstrated expertise in a leadership position in client services, preferably in the luxury goods, art, or auction industries.
Outstanding planning abilities and expertise in overseeing Front of House operations and sizable events or auctions.
Dedication to providing each and every client with the highest calibre of professionalism and service.
Capacity to oversee several projects, work under pressure, and travel for off-site sales, especially for car auctions in the UK and Europe.

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