Customer Operations Assistant

Our Customer Service Experience team are now looking for a Customer Operations Assistant to help us deliver exceptional service for every Harrods customer, across every contact and touchpoint. This role is perfect for someone who enjoys problem‑solving, thrives on organisation and process, and is excited to support the smooth operation of our customer service functions.

About the Role

In this role, you will support the Customer Service team by managing key operational activities that allow our advisors to deliver world‑class service. You will be responsible for a range of business‑critical tasks, from user administration and handling data requests, to supporting product recalls, maintaining system accuracy, and continuously improving our BAU processes.

You will collaborate closely with IT, Digital, Data Compliance, Retail teams, our outsource partner, and internal Customer Service colleagues to ensure processes remain efficient, accurate, and compliant. You’ll also support testing, audits, documentation, and project work that contributes to an exceptional customer and employee experience.

In this role, you will:

• Provide user administration support for Customer Service systems, including external teams where needed.
• Support product recalls by analysing data, drafting communications, and coordinating with CRM, Retail, and Customer Service teams.
• Review and action feedback from Customer Service sites and our outsource partner via SSC Quick Link forms.
• Collaborate with Operations Executives on projects to improve both customer and employee experiences.
• Perform internal audits and drive continuous improvements to ensure processes remain efficient, compliant, and clearly documented.
• Build strong working relationships across multiple teams and support seasonal operational activities such as Hampers.

This role is hybrid and based at Hammersmith, with travel required across Harrods office locations including Knightsbridge and Thatcham.

Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.

About You

You will be a highly organised, proactive, and detail‑oriented individual with a passion for operational excellence and supporting outstanding customer service. You thrive in a collaborative, fast‑paced environment and bring both analytical thinking and strong communication skills to your work.

You will bring experience working in customer‑focused settings, ideally within luxury or contact‑centre environments, and you’ll be confident managing multiple priorities while maintaining accuracy and professionalism.

You will:

• Bring experience supporting customers, ideally within a luxury environment.
• Have an understanding of contact centre operations.
• Be highly organised with strong time‑management skills and the ability to multitask.
• Be a trusted team player, building strong relationships across all levels.
• Communicate confidently and clearly, both verbally and in writing.
• Have excellent attention to detail and accuracy.
• Be adaptable and comfortable with changing priorities.
• Have strong PC skills, including Microsoft packages and Visio; Excel at intermediate level or above.

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.