Aftercare Consultant

Our Fine Watches division is looking for an Aftercare Consultant to be the face of our prestigious Aftercare service. This is a rare opportunity to combine deep product knowledge with exceptional client service, supporting our customers through every step of the repair journey and ensuring their timepieces are cared for to the highest standard.

About the Role

As an Aftercare Consultant, you will be the trusted point of contact for clients bringing their timepieces in for repair, ensuring every interaction is warm, knowledgeable and professional. From greeting customers and handling enquiries to providing accurate quotations and managing repairs through to completion, you’ll deliver a seamless, world-class experience that enhances client loyalty and trust.

You will use your technical knowledge to confidently explain the functionality of both automatic and quartz movements, examine watches for aesthetic and functional condition, and provide detailed and justified quotations for restoration. You’ll also collate condition reports and photographic evidence, working closely with our Watchmakers Workshop and Operations teams to ensure every repair is completed to the highest standards.

Key responsibilities include:

• Welcoming clients and managing enquiries in person, by phone, and via email
• Providing clear and accurate information on repair processes, prices and timescales
• Managing repairs end-to-end, ensuring efficient and timely resolutions for clients
• Performing detailed external examinations of timepieces, testing complications and recording condition
• Preparing accurate quotations, explaining restoration costs with technical confidence
• Collating photographic evidence for condition reports and final quality control checks
• Identifying inconsistencies in watch components, including counterfeit or non-original parts, and advising on replacements
• Meeting individual sales targets by offering additional products or services when appropriate
• Ensuring security procedures, stock accuracy and compliance standards are consistently upheld

This is a full-time role based at our Knightsbridge store, working five days across seven, in line with store opening hours.

About You

You’ll be a confident and service-driven professional with a strong foundation in luxury retail and a genuine passion for horology. With excellent communication skills and technical knowledge of watch movements, you’ll thrive in delivering outstanding service while supporting the commercial success of the Aftercare department.

You will:

• Demonstrate knowledge of watch movements (automatic vs quartz) and adjustments to bracelets and straps
• Be confident performing detailed visual and functional examinations of timepieces
• Have excellent interpersonal skills, able to manage complex client queries with professionalism and empathy
• Be commercially focused, motivated by meeting sales and Aftercare intake targets
• Have strong organisational skills and attention to detail, with confidence in data entry and Microsoft Office systems
• Work well under pressure in a fast-paced luxury environment, maintaining accuracy at all times
• Be flexible with working hours, available for shifts across five days of the week including weekends

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.