Aftercare Consultant - Fine Watches

Our Watches Aftercare division is an integral part of Fine Watches here at Harrods and we are looking for a passionate Aftercare Consultant to join the team.

As an Aftercare Consultant you will be the face of Fine Watches repairs at Harrods, delivering an unrivalled shopping experience for our customers.

About the Role

The Aftercare Consultant will work collaboratively with the back office, Watchmakers Workshop and Operations team, and is responsible for providing outstanding customer service, demonstrating exceptional product knowledge, and building quality customer relationships that result in increased sales and repeat business within The Fine Watch Room overall.

As well as this, you will also:

• Communicate professionally and knowledgeably with clients in person, via email, or on the telephone, providing accurate information about the Aftercare process and services.
• Welcome all customers upon entering the department with a friendly face and open questions, to establish their requirements.
• Meet individual sales targets by selling additional products or services at every opportunity, whilst highlighting their features and benefits.
• Give the client accurate and up to date information regarding their repair, recruiting support of other colleagues to obtain the necessary information for the client if it is not immediately available.
• Advise clients on the best course of action following external examination of their item, and from information provided by the client and technicians where appropriate.
• Assist with monthly/annual brand scans and stocktakes.

About You

If you want to grow your career within the world of watches and have the following qualities then this may be the job for you. We are looking for someone who has a passion for watches and delivering exceptional customer service.

You will also -

• Have a good understanding of how a watch works, along with a broad knowledge of how to make watch adjustments.
• Have knowledge of repairs - our Aftercare sales teams will work with repairs, commission pieces, and inquiries from all clients so this is beneficial.
• Have an understanding of how quartz and mechanical watches work, and different bracelet designs, allowing the principal duties to be carried out efficiently and effectively.
• Have experience handling complex or difficult queries and complaints with poise and understanding.
• Be proactive with excellent attention to detail in order to ensure accurate data against all watch repairs are kept.
• Have excellent communication skills and who meets the needs of your clients whilst communicating extensively with every member of the team to make sure that the client’s needs and expectations are met.

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, 22 days’ holiday plus bank holidays, 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