Head of Client Services

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  

Application deadline: 18/07/2025

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 arts 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. The role forms part of the Senior Management Team and reports directly to the Head 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. 

Key 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.
• 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.
• Identify logistics and staffing issues and communicate these to Head of Operations to ensure treatments run to deadline
• Proactively chase pipelines and identify upselling opportunities.
• Collaborate with the Sales Director 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 work towards reaching them 
• Host weekly billing meetings with the rest of the client services team to ensure invoicing is carried out promptly and sales forecasts met.
• Schedule, organise and chair monthly Client Services meetings, to identify issues, offer solutions and strengthen communication in the team.
• Conduct fortnightly 1-2-1s with the client services team members.
• Report sales activity weekly to the Sales Director & Head of Operations.

Skills & Requirements

The role would ideally suit an experience manager who has previously worked in a senior client facing role in a gallery, auction house, interior designer or fine art/antique retail environment. Experience of collectors/dealers & gallerists needs, an interest in the arts and a knowledge of the art industry is essential.

The desired candidate would have: 

• A highly organised and goal-driven individual with a passion for art 
• Problem-solving skills  
• 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 
• Able to identify opportunities for upselling and cross-selling 

Why work for Plowden & Smith? 

Work with some of the world's most rare, beautiful and interesting artworks, artefacts, and national and international collections. 

• Work in a stimulating, creative environment 
• Access to company ICOM cards for free entry to a range of international museums & galleries 
• Opportunities throughout the year to attend preview nights and private view events 
• Personal Continued Professional Development fund 
• Child Care Voucher Scheme 
• Cycle to Work Scheme 

The job holder will report to the Head of Operations. 

Start date: As soon as possible.

No agencies, please. Must have the right to live and work in the UK.  

Applications are reviewed on an ongoing basis. However please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you are interested in this role, we encourage you to apply as soon as possible.

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 [email protected]