Aftercare Consultant

We’re now looking for a Fine Watches and Luxury Jewellery Aftercare Administrator to work with our internal and external workshops to provide up to date and accurate information for our clients regarding their repairs. 

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.  

The environment sets Harrods apart, the personal attention we lavish on every customer, and our people’s unrivalled product knowledge and passion for exemplary service, all helps put our retail team into a league of their own, allowing them to be themselves through passion, expertise and creativity. 

About the role 

Reporting into the Aftercare Operations Manager, the Aftercare Administrator manages all aspects of client repair estimates, communicating in a timely manner to clients and workshops managing the inbound and outbound flow through the relevant channels.  

In addition to this the role will be responsible for: 

• Troubleshooting issues as and when they arise. Proceeding, declining, or amending any work required with the brand on the original estimate, as per the clients’ wishes. 

• Receiving estimates from brand workshops and regenerate them for client understanding, accurately calculating any monies owed. 

• Managing inbound and outbound flow of repair estimates, ensuring SLA’s are met and chasing brands for updates when needed. 

• Being fully conversant with internal booking in systems (SVC/Bizagi), with ability to troubleshoot issues as and when they arise. 

• Proceeding, declining, or amending any work required with the brand on the original estimate, as per the clients’ wishes. 

• Acting as the first point of contact for client complaints via email or telephone, providing as much information as possible before escalating to Management when necessary. 

• Managing the Aftercare email inboxes, ensuring SLA’s are met and coordinating all resulting client communication thereafter. 

About you 

We are looking for someone who has a passion for watches and the intricate details of their production and delivering exceptional customer service. 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: 

• Excellent working knowledge of Microsoft Outlook, Word and Excel. 

• Excellent time-management skills, and the ability to multi-task in accordance with changing priorities throughout the working day. 

• Attention to detail whilst working under tight deadlines. 

• Confident communicator, who is comfortable to converse with clients and raise issues with Senior Managers and internal stakeholders. 

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

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.

While 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 do not meet every desired criteria but feel you have the skills and experience to thrive in this role as well as a genuine interest in working for Harrods and you can demonstrate an alignment with our values, we would encourage you to apply.

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