Client Service

Job Summary

The Client Service & Operations Assistant is a critical, cross-functional role responsible for providing exceptional, dedicated support to assigned high-net-worth clients, ensuring their comprehensive needs are met 24/7. This role requires unwavering flexibility, resilience, and a strong collaborative mindset to manage unpredictable client demands, complex logistics (including travel and property), and ongoing administrative projects. The Assistant must be a highly organized team player who acts as a trusted, empathetic contact for the client while strictly maintaining professional reporting lines and company standards.

Key Responsibilities

1. Dedicated Client Support & Hospitality (Long/Short Term)

2. Act as the primary point of contact and dedicated personal assistant for assigned clients, providing comprehensive, 24/7 support during standard periods and extended assignments.

3. Willingness and flexibility to prepare for and accompany clients on long-duration national and international business or personal tours (e.g., 40+ days) without complaint. This includes the ability to work under extremely demanding, high-pressure conditions where personal time and working hours are minimal.
4. Provide emotional value and support to clients, ensuring they feel comfortable and well-cared for, particularly during difficult or high-stress situations (e.g., medical needs, settling-in periods).
5. Maintain open, professional communication with clients, gathering needs and relaying information accurately and promptly through the established management channels.

2. Administrative, Project & Operational Support

• Property and Lifestyle Coordination (Daily Focus): Serve as the main point of contact for daily client needs related to their property and lifestyle. This includes receiving all property maintenance and repair requests from the client and coordinating the request submission and follow-up with the internal backend support team. The role also involves coordinating the client's scheduling (e.g., timing for house cleaning, utility access) and conveying booking details (e.g., reservations, appointment setting) to the backend team to ensure smooth daily life for the client.
• Project Support: Actively support assigned projects (which may include education or administrative focus), including assisting with research, documentation, and coordination to ensure deadlines are met.
• Logistical Support: Assist clients with initial practical matters such as visa/bank applications, providing information on local amenities, transportation, and services.
• Handle ad-hoc projects and assignments from company management, demonstrating a proactive and organized approach.

3. Team Collaboration and Professionalism (CRITICAL)

• Absolute commitment to team spirit and collaboration. Must actively seek ways to support colleagues and contribute to shared success, avoiding any actions that may create internal competition, friction, or communication gaps.
• Provide support to team members on complex projects proactively when bandwidth permits.
• Take full ownership of assigned tasks and provide timely, accurate progress reports to the Manager.
• Uphold company values, maintaining a professional demeanor and ethical standards at all times.

Essential Qualification Requirements

• Education: Minimum of a Bachelor's Degree (or equivalent qualification) in a relevant field.
• Language: Must be Native in Mandarin Chinese and fluent in English (written and verbal). Cantonese fluency is a strong asset.
• Mindset: Must demonstrate exceptional Team Spirit, empathy, resilience, reliability, a humble attitude, and a strong willingness to learn.
• Experience: Previous experience in a client-facing role, hospitality, or luxury personal assistant services is highly desirable.
• Skills: Highly organised, excellent administrative skills, flexible, and comfortable working under pressure in a 24/7 standby environment during demanding assignments. Must have solid experience using Microsoft 365 applications (Word, Excel, PowerPoint, Outlook).
• Attitude: Easygoing, does not "sweat the small stuff," and demonstrates a supportive, cooperative disposition towards all colleagues.

Employment Package and Benefits

• Salary: Salary: Competitive starting salary, subject to review for a potential increase upon successful completion of the probationary period and satisfactory performance. The annual package includes performance-based bonus incentives.
• Leave & Compensation: Generous annual leave entitlement, with overtime work compensated via time-off in lieu (compensation leave).
• Work Arrangement: Option for one day per week Work-From-Home (WFH), subject to operational needs (office attendance or external client engagement takes precedence).
• Pension: Company provides a 5% employer pension contribution.
• Environment: Friendly, collaborative, and fast-paced working environment.

Job Type: Full-time

Pay: £28,000.00-£31,000.00 per year

Benefits:

• Company pension
• Work from home

Work Location: In person

Reference ID: CS-122025