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Meet Mark - Team Leader in Customer Service

Mark, Team Leader in the Customer Service Team, takes pride in leading his team to deliver exceptional customer service. He shares with us his passion for the work his team delivers and why he loves working in a place where no two days are the same...

What’s your role and how do you contribute to the business?

I am a Team Leader in Customer Service. I look after 6 direct reports and also the wider team for Customer Service in store. My job is to make sure that we offering exceptional service as a team, as well as taking every opportunity to recover that service when a customer reaches out to Customer Service when they haven’t received a first class experience from Harrods. 

What are the most challenging aspects of your role?

We face many different challenges in our role, from customer complaints to managing expectations in the Rewards scheme. The role requires a lot of decision making as well as owning those decisions. We also liaise with lots of different departments to resolve problems that customers have encountered. Customer Service allows you to network throughout the business and creates a real positive network, helping to streamline the customer journey and uphold the brand values that we strive towards.  

Use 3 words to describe what you need to be successful in your job?

Resilient, problem-solver, passionate

Why would anyone want to work in your team?

Every day is different, it never gets dull. There’s always something to peak your interest.  We’re very open as a team and supportive of each other. The great thing about working in Customer Service is the team spirit, and the support around you, I’ve never felt more welcomed into a team.

What has been your best moment since joining Harrods?

I have very fond memories of when I first joined Customer Service. At the time, I was a Team Leader for the Christmas Grotto in 2016. I don’t have one particular memory, but I’ll always remember how welcome I was made to feel. It was great to feel part of something special and to work on such an exciting project. The preparation involved so many different things, visiting Thatcham (one of our distribution centres), conducting Assessment Centres and building a team for the first time. That period always brings back really lovely memories. 

Why Harrods?

I think if you are open and willing to try new things, you can get a lot out of your time in Harrods. I’ve been here for 4 years and I’ve been fortunate enough to have many different experiences in such a short space of time. I think if you’re looking for a new challenge or experience, Harrods does have a lot to offer.  It’s a great place to learn and gain new experience; you really do get out what you put in.

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