Role: Head of Client Services Location: Plowden & Smith, Mitcham CR4 4NY Contract type: Full-time position 4 days on-site, 1 day WFH Salary: Up to £50,000, dependent on experience Start date: As soon as possible Application deadline: Sunday 8 th June Apply via email to our Director of Operations. Please see How to Apply at the bottom of this job description. About Plowden & Smith Founded in London in 1966, Plowden & Smith is the UK's largest fine, decorative and contemporary art and object conservation company. Plowden & Smith is looking to recruit a full-time Head of Client Services. This is a senior role, and the successful candidate will have at least 5 to 10 years of experience in a senior client-facing role working in a fast-paced environment. This dynamic role offers a high degree of autonomy, making it ideal for someone who is energised by a constantly moving workplace, enjoys variety, and thrives under pressure. Plowden & Smith is an inspiring environment where no two days are the same. You'll need to bring flexibility and adaptability to meet the evolving demands of the role, whether that means juggling priorities, embracing new challenges, or seizing unexpected opportunities. With a vibrant and supportive team around you, you'll be empowered to take initiative and make meaningful daily contributions. Problem-solving skills and multitasking are crucial to be successful in this role. Initial interviews will take place online. Selected candidates will then be invited to a second interview at our office for a more in-depth conversation. As part of this stage, they will also be asked to complete a short written task. Shortlisted candidates will be invited to a third and final interview, after which the final decision will be made. The outcome will be announced one week later. Role Overview The Head of Client Services is a senior, client-facing leadership role responsible for overseeing the entire client journey from initial enquiry to final invoicing and follow-up. This position involves managing and mentoring a small team, ensuring high standards of communication and service delivery, and driving business efficiency and client satisfaction. The role forms part of the Senior Management Team and reports directly to the Director of Operations. This is a high-energy role which demands a proactive and resilient approach, suited to someone who thrives in a fast-paced environment, enjoys multitasking, and is excited by daily variety and challenge. Responsibilities Manage, support, and motivate the Client Services team. Demonstrate a high level of discretion and professionalism Build and maintain strong, long-term client relationships across a diverse range of clients including private collectors, galleries, auction houses, and institutions. Oversee and improve the entire client experience from an initial enquiry to sending treatment proposals, managing the job, invoicing, and follow-up. Monitor and update clients on job progress in a timely and professional manner. Collaborate with conservators and colleagues to solve problems and ensure timely, cost-effective job completion. Liaising with our logistics team on collection and deliveries both in the studios and with external shippers Coordinate with the Conservation Manager when additional conservation staff are required for project delivery. Review and improve workflows and internal processes to enhance client experience where appropriate. Proactively chase pipelines and identify upselling opportunities. Collaborate with the Business Development Manager to attract new clients and maximise existing relationships. Invoice clients promptly when jobs are completed and ensure your team meets the monthly sales targets. Create monthly sales forecasts and actively working towards reaching them Report sales activity weekly to the Operations Director Skills & Requirements The role would ideally suit someone who has previously worked as a senior registrar with a gallery, fine art shipper, or in the auction or insurance sectors, although other experience will be considered. The desired candidate would have: Problem-solving skills are crucial to be successful in this role. Ability to multitask and pay attention to detail Ability to remain calm under pressure and can excel under time-sensitive deadlines Discretion and professionalism Client-centric approach Great telephone skills A highly organised and goal-driven individual with a passion for art Able to identify opportunities for upselling and cross-selling How to Apply We'd love to hear from you if you're interested in this position. Please send a CV and brief cover letter explaining why you're right for the role to Alessandro.Borruso@plowden-smith.com No agencies, please. Must have the right to live and work in the UK