Contact Centre Team Leader (Customer Service)

The Contact Centre Team Leader drives the team to deliver exceptional customer service and experience for all Harrods customers, through every contact channel, across all touch points. Ensuring all customers receive a personalised and welcoming experience, you will encourage the team to share their knowledge of our products, services and the history & heritage of Harrods.

The Contact Centre Assistant Manager sets the standard, inspiring the team to embody our values and mission statement. You will lead, coach and develop the team to deliver continuous improvement of their performance and the service we offer our customers.

About us

Harrods’ offers uniquely exciting customer service opportunities. Working days are as varied as the requirements of our customers, and we nurture a supportive environment where your flexibility, resilience and creativity is recognised and rewarded. As a Customer Service Assistant Manager, you’ll work collaboratively across teams and build a business network to improve customer support, including Distribution, Transaction Services and all other key stakeholders.

About you

You’ll be customer centric with experience of working in a luxury environment. You will also have live chat communication experience. You’ll be a passionate people manager with a proven track record of developing talent and the ability to motivate and inspire. You’ll be solution focused and able to work under pressure, able to build rapport with customers and colleagues by demonstrating a high level of empathy. With excellent verbal and written communication skills, you’ll be able to build relationships and a strong network across the business. You’ll be highly organised, able to multi-task and solution focused. Having excellent computed skills (Microsoft Office, Word, Excel and PowerPoint) is a must.

Our promise to you

At Harrods, you’ll find strong department support and a clear path for progression and personal development. If you are looking for a career in customer services we offer excellent opportunities to widen your experience across our business areas.

Our benefits package includes up to 33% in-store discount (50% for work wear), 22 days’ annual leave, additional birthday off, season ticket loan, full access to our corporate health service and corporate discount for gym membership, restaurants, hotels and more.

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 Instagram.