Contact Centre Team Manager

The Customer Service team within the contact centre are looking for a Team Manager to join them as they deliver world class service for our customers. Based at the Harrods headquarters in Hammersmith this team mirrors the in-store experience through all contact channels, giving a timely, personalised and quality interaction.

About the role

As a Team Manager in our Contact Centre you will set the standard and inspire the team to embody our values and mission statement. You will  coach, engage, support and develop our Advisors to deliver continuous improvement of the teams performance and the service we offer our customers. As a member of the management team you will create culture and environment that is as inclusive and inviting as it is innovative and effective.

About You

As a leader you are motivated to deliver excellent KPI performance as well as identifying the root cause of recurring issues to highlight opportunities for service improvement and avoid future service failures. Customer service excellence is what you live and breathe and as a strong and engaging manager, you are skilled at actively coaching your team to model this behaviour too which shines through in their exemplary service standards.

You will also have:

• Demonstrated management skills of a team of 4 or more in a contact centre enviroment
• The ability to quickly build effective relationships with peers and stakeholders at all levels.
• A customer centric approach with experience of working at a high level of customer service, ideally in the luxury industry or highly complex customer settings.
• Experience improving process and the ability to spot opportunities to improve service for customers beyond a specific case.
• Proactivity and the ability to take responsibility for personal development and team performance.

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.

Our benefits package reflects the value you bring to our business. It includes up to 33% in-store discount, 25 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 follow us on Instagram @togetherharrods