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Expired Vacancy
Client Service Supervisor

Christie's
,
   Location: London
   Salary: On application
Experience: 3 years +
Deadline: 13 July 2018




Please note that this vacancy has expired and you can no longer apply.

OVERALL PURPOSE OF THE JOB:  

The Client Service Centre Supervisor, in support of the Client Service Management, fosters continuous improvement in client service. The Supervisor is responsible for “on-the-floor” activities, and must be available to assist representatives while they are answering all remote queries from clients, this includes coordinating day to day tasks, team building, close monitoring of service levels, and identifying opportunities to enhance service efficiency. The Supervisor assists in organizing training, reviewing operating procedures, and scheduling staff. The CS Supervisor must demonstrate a dedication to providing an exceptional client experience at all times whilst ensuring the team’s motivation and morale is maintained.

 

Key Responsibilities/Tasks: (Duties include but are not limited to the following)

•             Oversee departmental handling of client enquiries across all channels of communication as outlined in the Client Service Standards and according to departmental guidelines

•             Ensure the Client Service Representatives based in CS are effectively managing their respective tasks, meeting service levels within their areas of responsibility, and supporting the wider Client Service team

•             Daily scheduling of cover for all the key CS responsibilities including Telephone, Global Inbox, Auction Estimates, Catalogue Subscriptions, Bids, CS Collections and Online Only UK

•             Collaborate with Client Service Management to complete departmental scheduling to maximize efficiency, fulfil all Client Service tasks, and provide sale coverage

•             Be available to affect the entirety of the team’s operations:

– Manage by walking around

– Be visible to answer questions

– Take calls that your representatives can’t handle and be available when a representative appears to need assistance

– Actively monitor responses of the team communicating with clients over the phone or by email, providing guidance and feedback where required

– Monitor queue and track inbound calls and calls waiting

– Keep representatives aware of inbound calls, calls waiting, abandonment rate

•             Hold meetings with representatives in two groups at the start of each day, communicate department information, answer questions and comments, provide representatives with a glimpse of the day ahead/future weeks

•             Keep track of attendance, daily performance, paid time off, sick time. Hold return to work interviews where appropriate and escalating any serious performance issues to Management

•             Create and maintain files on each representative which relate to attendance, performance and objective reviews, holding regular 6-8 week catch ups with each line report

•             Assist management with incentives, reward & recognition for the team

•             Overseeing Evening and Weekend Telephone Messages and Inbox Out Of Offices

•             Responsible for overseeing up keep of departmental statistics

•             Working in partnership with Client Service, New York, and Client Service, Hong Kong to share knowledge, communicate changes and remain up to date on global Client Service initiatives

•             Build and maintain strong relationships/communications with Bids, Post Sale Service and Auction departments

•             Ensure Client Service Standards and standard operating procedures are maintained, updated, and communicated to team members

•             Make recommendations to Client Service Management regarding training for team members as appropriate

•             Working in collaboration with FOH Supervisor and having the ability and flexibility to supervise FOH when required

•             Submitting overtime on a monthly basis

•             Other duties as assigned by Manager

 

Skills/Competencies Required:

•             BA/BS or comparable working experience with clients in person preferred

•             3+ years Proven experience in supervising teams whilst maintaining a positive, dynamic, determined attitude and ability to lead by example

•             Demonstrated ability to reflect the image and standards of Christie’s in all situations in accordance with Client Service Standards

•             Organized team player with good interpersonal skills, proven business acumen, and an avid commitment to the field

•             Ability to maintain customer service posture and professionally represent Christie’s to clients

•             Detailed knowledge of resources available within the organization to resolve internal and external problems and concerns

•             Ability to work professionally and responsibly with all other areas within the business

•             High degree of organization with ability to multi-task, prioritize, and follow up promptly

•             Excellent general IT skills and knowledge of Christie’s systems

•             Fluency in at least one European language desired

 


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