ABOUT SOTHEBY'S

Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries. Selling categories include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits and Design, as well as collectible cars and real estate through RM Sotheby’s and Concierge. Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception. Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.

THE ROLE

This role would provide interchangeable support to Client Services and the wider Client Experience department, acting primarily as in-person support for clients and visitors to Sotheby’s New Bond Street. The role requires individuals to work diligently, with extreme attention to detail, ensuring all client interactions are handled professionally, efficiently, and in accordance with Sotheby's service standards and SLAs. Working closely with specialist departments and operational teams, the Client Liaison takes ownership of client issues through to resolution while proactively identifying opportunities to improve the overall client journey.

The successful candidate will have a passionate and detailed approach, with a desire to exceed client needs and expectations whilst promoting a highly professional and positive image for Sotheby's. The responsibilities of this position include but are not limited to the following activities:

RESPONSIBILITIES

CLIENT SERVICES

Be the welcoming face of Sotheby’s
Greeting clients, assisting with general enquiries and triaging to relevant departments
Liaising closely and maintaining strong working communications with Client Experience, Bids, Seller Operations, Security, Events, Marketing and Boardroom, and various other internal stakeholders and departments, to ensure smooth running of front of house
Supporting Paddle Registration, Vetting and Ticketing during sales
Working on the Valuations desk, liaising with relevant Specialist, or providing alternative referrals
Handling, unpacking and labelling incoming property for Registrars
Taking registration and bidding instructions from clients and Sotheby’s staff in person
Always complying with Security, Compliance and KYC guidelines
Occasionally supporting Cloakroom as necessary
Keeping the Front of House area and Catalogue displays immaculate at all times
Providing exceptional client service on the counter in respect of all sale activities
Supporting the Bids department with back-office support and clerking where necessary

CLIENT CARE

Act as the primary point of contact for client enquiries across email, telephone and Freshdesk channels.
Manage daily ticket volumes, ensuring all client cases are appropriately prioritised, actioned and resolved within established service level agreements
Take ownership of client cases from enquiry through to resolution, coordinating with relevant internal stakeholders as required.
Deliver timely, professional and accurate communications that reflect Sotheby's client service standards.
Proactively monitor ticket queues, identifying aged, high-priority or at-risk cases and driving timely resolution.
Respond to general client enquiries relating to selling items, general enquires about sales, payments, collections, shipping, invoices, documentation and post auction processes.
Handle client complaints, concerns and escalation requests with empathy, professionalism and a solution-focused approach.
Identify service failures, operational issues or recurring trends that may negatively impact the client experience and escalate accordingly.
Work collaboratively with specialists, finance, shipping and other operational teams to ensure seamless client outcomes.
Maintain detailed and accurate records of client interactions and case activity.
Support continuous improvement initiatives by providing feedback on client pain points, service trends and process enhancement opportunities.
Participate in client experience projects and initiatives as requested by management.

Key Skills & Experience

Essential

Exceptional client service skills with strong abilities in active listening, empathy, conflict resolution and relationship management.
Demonstrable experience managing high volumes of client enquiries, cases or support tickets within a service-driven environment.
Experience working against service level agreements and performance targets.
Excellent written and verbal communication skills with outstanding attention to detail.
Strong organisational skills with the ability to prioritise competing client demands.
Ability to remain calm, professional and solution-focused when handling challenging client situations.
Experience collaborating across multiple departments to achieve positive client outcomes.
High level of computer literacy and able to display dexterity working across multiple systems
Ability and willingness to be flexible with working hours including weekends and evenings where necessary
Enthusiastic and calm under pressure, with a common-sense approach

Desirable

Experience using SAP
Experience using Freshdesk or similar case management/ticketing platforms
Second language would be advantageous

To view our Candidate Privacy Notice for the US, please click here.

To view our Candidate Privacy Notice for the UK, Hong Kong, France and Switzerland, please click here.

The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.