At a Glance
- Tasks: Lead a team to deliver exceptional client experiences in the collector car market.
- Company: Join Hagerty, the world's largest insurer of collectible vehicles and car enthusiasts.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic environment with opportunities for international travel.
- Why this job: Be part of a passionate team that celebrates driving and connects with car lovers.
- Qualifications: Experience in client services, team management, and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We’re proud to be the world’s largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We’re committed to Never Stop Driving.
As a Client Services Manager, EMEA, you will manage the Europe-based Client Liaison team ensuring a best-in-class experience for Broad Arrow clients. You will partner with the EMEA Car Specialist team, enabling seamless client engagement across Broad Arrow auctions and Private Sales and ensuring client needs are met with precision and responsiveness. Additionally, you will provide oversight and guidance for client service delivery and communications supporting the Broad Arrow Capital business.
What you’ll do
- Team Leadership & Development
- Champion a high-touch, concierge-level client experience across all pre-sale, onsite, and post-sale interactions
- Serve as a senior escalation point ensuring consistency and quality at every touchpoint
- Set and uphold service standards that reinforce Broad Arrow’s reputation for excellence in the collector car market
- Lead, mentor, and develop a distributed team, driving accountability, performance, and continuous improvement
- Establish clear standards to ensure consistency across client services function
- Consignment & Auction Preparation
- Partner closely with Client Development to support pre-sale client outreach
- Oversee the preparation and quality control of consignment packages, ensuring accurate documentation, fee structures, and alignment with auction standards
- Oversee execution of client-facing logistics including catalog distribution, bidder credentialing, event RSVPs, and seating coordination
- Lead bidder registration processes for auctions, ensuring accuracy, compliance, and a seamless client experience
- Provide leadership and guidance to the team on client communications and expectations throughout the consignment lifecycle
- Auction & Onsite Execution
- Provide on-the-ground leadership at collector car auctions, representing Broad Arrow’s client service standards and ensuring seamless execution
- Partner with Operations and Administration teams to coordinate onsite activities, including post-sale vehicle load-out and client logistics
- Post-Sale Operations & Issue Resolution
- Oversee post-sale invoicing, transportation coordination, and fulfillment activities, ensuring timely and accurate execution
- Own the resolution of complex or sensitive post-sale issues for both buyers and sellers, while coaching team members on effective problem-solving and client communication
- Cross-Functional Partnership
- Work closely with the Vice President of Sales, EMEA to ensure all client related activities are executed to the highest standard
- Work with the Director of Financial Services (Broad Arrow Capital) to ensure a seamless, high-quality client experience across financing and capital services
This might describe you
- Bachelor’s degree or equivalent experience
- Strong client service or relationship management experience in the auction or high-end hospitality industries
- Previous experience in managing a team
- Strong attention to detail and willingness to work in a deadline-driven environment
- Exceptional organizational skills
- Polished client-facing engagement and eagerness to interact directly with clients and problem-solve on their behalf
- Excited about working in a fast paced and innovative environment with autonomy and independence
- Excellent written and verbal communications skills
- Ability to deliver under time pressure and meet deadlines
- High level of integrity and work ethic
- Knowledge in Microsoft suite
- Ability to work and manage team members successfully in both office and work from home environments
- Positive mindset with strong orientation for teamwork and collaboration
- Proficiency in European languages is a plus, especially German, Dutch and Italian
Other things to note
- This position is open to remote work in the United Kingdom. However, team members who reside near the Broad Arrow office will follow a hybrid schedule, working from the office three days per week
- Must be flexible to work evenings/weekends, with the ability to travel internationally for auctions as needed
- Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable.
Client Services Manager, EMEA in Weybridge employer: Hagerty Insurance Agency
Hagerty is an exceptional employer that prioritises a high-touch, concierge-level client experience while fostering a collaborative and innovative work culture. With opportunities for professional growth and development, employees are empowered to lead and mentor within a dynamic team environment, all while enjoying the flexibility of remote work in the UK. Join us to be part of a passionate community dedicated to celebrating the joy of driving and the collector car market.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager, EMEA in Weybridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hagerty Insurance Agency. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hagerty Insurance Agency before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Services Manager, EMEA in Weybridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hagerty Insurance Agency:Your cover letter is your chance to shine! Tell us why you want to work at Hagerty Insurance Agency specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hagerty Insurance Agency!
How to prepare for a job interview at Hagerty Insurance Agency
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
