Aftercare Administrator

Our Luxury Watches & Fine Jewellery Aftercare team is now looking for an organised and detail-driven Aftercare Administrator to provide exceptional support to both our clients and our internal teams. This is a unique opportunity to work at the heart of our aftercare operations, ensuring every client repair is handled with precision, care, and the highest standards of service.

About the Role

As an Aftercare Administrator, you’ll be the key liaison between our clients, internal teams, and brand workshops – keeping clients informed at every stage of their repair journey. You’ll process and manage repair estimates, ensure timely updates, and oversee the quality control process before items are returned to clients.

From handling client queries and managing inboxes, to ensuring every repair meets our strict quality standards, you’ll take ownership of the process from start to finish. This role also involves working closely with our front-of-house team, supporting client appointments during busy periods, and maintaining accurate repair records across all systems.

Key responsibilities include:

• Receiving, processing and communicating brand repair estimates to clients within agreed timeframes
• Liaising with workshops to approve, decline or amend work as per client instructions
• Performing thorough quality control checks on returned repairs to ensure all work is completed to a high standard
• Logging, tracking, and approving invoices, ensuring accurate reporting on repair profitability
• Managing the Aftercare inbox and responding to client and brand enquiries within SLA targets
• Coordinating safe and secure dispatch of high-value items both in the UK and internationally
• Maintaining internal records, pricing documents, and contact lists for accuracy
• Building strong working relationships with brand workshops and internal repair teams to resolve challenging repairs effectively

This is an on-site role based in our Knightsbridge store, with flexibility required to meet business needs.

About You

You’ll be a highly organised, customer-focused administrator with excellent communication skills and a strong attention to detail. Comfortable working in a fast-paced environment, you’ll be able to prioritise tasks effectively while maintaining accuracy and professionalism at all times.

You will:

• Have strong experience with Microsoft Outlook, Word, and Excel
• Be able to manage multiple priorities, meeting tight deadlines without compromising on quality
• Have exceptional attention to detail, especially when reviewing technical work and documentation
• Be confident when liaising with clients, colleagues, and senior managers
• Bring a solution-focused approach to problem solving, with the ability to build productive relationships with brand partners
• Ideally have an interest or experience in luxury watches and fine jewellery (though this is not essential)
• Maintain the highest standards of professionalism and presentation at all times

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. 

Uniquely You 

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. 

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 life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.