Aftercare Administrator

Do you enjoy creating magical, memorable experiences for people? Are you a meticulous organizer who thrives on providing support where and when you can? If so then we have the perfect opportunity for you.

We have an exciting role within our Fine Watches team as an Aftercare Administrator.

About the Role

Reporting into the Aftercare Operations Manager, the Aftercare Administrator manages all aspects of client repairs, communication and managing client cases. 

As the Aftercare Administrator you will be responsible for the end to end process of the aftercare service in store, including:

• Ensuring SLA’s are met and chasing brands for updates when needed.
• Be fully conversant with internal booking in systems (SVC/Bizagi)
• Acting as the first point of contact for client complaints via email or telephone.
• Build and maintain relationships with external brand partners, in order to expedite exceptional cases and foster collaborative working.
• Manage the Aftercare email inboxes, ensuring SLA’s are met and coordinating all resulting client communication thereafter.
• Answering the office phone to general queries from clients based on estimates provided, and uploading all relevant updates and information onto the central Bizagi system.
• Maintain the internal Post Tracker, and accurate data entry across all interfaces.
• Maintain and update all internal contact and pricing documents to ensure accuracy of information.

About You

As an Aftercare Administrator you will have interest or experience within Watches and Jewellery. You are passionate about customer service and are a confident communicator across a broad audience of clients, stakeholders and senior managers. You will also have great time management skills and have the ability to multi task, juggling changing priorities throughout the day whilst paying close attention to the detail.

Your main responsibilities will be:

• Advanced working knowledge of Microsoft Outlook, Word and Excel.
• Good time-management skills, and the ability to multi-task.
• Managing trackers, internal booking systems, data points and pricing documents accurately ensuring the Harrods standard is carried throughout.
• Strong communication skills, both written and verbal.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. 

In return you’ll receive an excellent benefits package, including a company pension, flexible working, annual salary, 22 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods