Service Operations Lead in London

The Company Christie’s, the world’s largest Art Business, is an incredibly exciting and enriching place to start or continue your career. Whether you work within one of our Specialist Art Departments, or in one of our more Operational teams, we are all working together with one common goal in mind: to continue the success of this 260 year old company, steeped in history, bringing fresh ideas whilst not forgetting our shared values: Integrity, Excellence, Innovation, Responsibility and Relationships. Colleagues across all departments are truly passionate about what they do and it is inspiring to work with industry leaders across our business.

Why This Role Matters

The Service Operations Lead embodies exceptional client service and provides essential support to the Service Operations and Post-Sale teams across all task areas and responsibilities. This hybrid role requires the Service Operations Lead to be proficient in the various tasks areas specific to each Team. Embodying Christie’s core values and upholding Christie’s Client Services Standards, the Service Operations Lead handles client queries via email, phone and in person, assisting clients with all aspects of bidding, buying, shipping and collection.

How You'll Make an Impact

• Provide support across Service Operations and Post Sale tasks, both in person and remotely, in areas such as Bids Registration, Carrier Collections, Shipping, Payment and Collections.
• Be the primary and proactive point of contact for our clients’ queries throughout their buyers’ journey, from registration and invoicing, to collection and shipping.
• Proactively adding value to our clients’ experience by anticipating their needs and expectations, taking into account clients’ personal preferences.
• Own client issues through to resolution, understanding how to build trust with our clients and why this is important.
• Perform Service Operations tasks as assigned, including but not limited to inbox management, CS Desk responsibilities (registrations, payments and collections).
• Be accountable and provide support for a portfolio of Live and Online auctions – for all Post Sale related issues and queries.
• Handle CAT and Non-CAT collections, ensuring shipments and collections are booked in a timely fashion.
• Promote and maintain strong communication and collaboration between Service Operations and Post Sale Services.
• Work collaboratively with internal stakeholders and Subject Matter Experts (e.g. Compliance, Collections and Client Accounting) to ensure best practice in our processes and service levels, identifying ways in which collaboration may further be improved.
• Be proficient in post-sale shipping, with a special focus on Return to Owner and old stock shipments.
• Other duties as assigned by Line Manager.

What you’ll bring to the team

• 18 months experience in a client facing role (remote or in person).
• Exceptional client service and communication skills.
• This role requires a flexible approach to office attendance (from 3 to 5 days a week, depending on requirements).
• Ability to reflect the image and standards of Christie’s in all situations in accordance with Client Service Standards.
• Ability to remain calm under pressure and to work in a fast paced multi-tasking environment.
• Professional appearance following specified dress code.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Ability to build strong relationships internally and externally and be an ambassador for Service Operations.
• Proven time/task management and problem solving abilities.
• Detailed knowledge of resources available within the organisation to resolve internal and external issues.
• Logical thinker, attention to detail, and excellent personal organisation.
• Share personal learning and case studies across teams, presenting recommendations and improvements to support good practice.
• Excellent general IT skills and knowledge of Christie’s systems.

What’s great about working for us

• 25 days annual leave + 1 day Birthday leave.
• Christie’s Christmas office closure (guaranteed between 25th Dec – 1st Jan) – in addition to annual leave: almost two weeks to fully switch off and spend time with friends and family.
• Additional 1 week’s annual leave within the year of a 5-year anniversary i.e. 5th, 10th, 15th and so on.
• Volunteering day: Take an additional day of annual leave to volunteer for a charitable organisation that’s important to you.
• Donation matching of up to £500 per annum to help you support the organisations you care about.
• Flexible Fitness Fund - £400 per year expense allowance for health and wellness related activity (taxable).
• Access to world-renowned art: with regular exhibitions in our galleries to wander around and exclusive guided tours hosted by specialist colleagues.
• Discretionary Bonus (dependent on the business and employee performance payable in March each year).
• Generous retirement plan: We will double match your pension contribution up to 5% of your basic salary (Max 10% contribution from Christie’s).
• Private Health Insurance – no employee contribution needed, subsidised for other family members.
• Dental Insurance – (may be extended at personal cost).
• Generous Income Protection Insurance in the event of accident, sickness or injury after 12 months.
• Competitive Life Insurance policy from first day.
• Employee Assistance Programme – access to personal advice and support services including counselling.
• Eyecare vouchers (once a year).
• Cycle to Work scheme.
• Christie’s Extras – discounts on over 800 retailers, holiday packages, dinners and weekly shops.
• Seniorcare by Lottie, a comprehensive eldercare solution.
• Robust family first policy:
• 16 weeks full pay on Maternity Leave.
• Eligible to return to work for 80% of your agreed normal weekly working pattern while being paid as though you were working 100%, post a minimum of 16 weeks of leave.
• Dependent back-up care: 10 sessions/days of childcare or eldercare per year.
• Christie’s Family Network: Our community of parents who meet regularly over breakfasts, lunch, afternoon tea.

*Christie’s reserves the right to change company benefits at any time.

Closing Date: Sunday 7th June

Salary: £33,000 - £35,000* This salary is to guide applicants on the level of the role, the offer will be aligned with the successful applicant's experience for the position.