Customer Relations Specialist

Customer Relations Specialist

Our Customer Relations team is are now looking for a Customer Relations Specialist.

As a Customer Relations Specialist you will ensure the consistent delivery of world-class service to our customers while achieving business goals and sustaining Harrods as the pinnacle of luxury and best in class for customer service. You will be empowered to manage and resolve the more complex, escalated cases to ensure customer satisfaction through the end to end journey.

Every  interaction  and  every  complaint  gives  you  the  opportunity  to  use  your  own initiative,  not  only  to  surpass our  customers’  expectations,  but  to  understand  trends  of complaints and assist with business solutions in the long term.

About the Role

The Customer Relations Specialist showcases exceptional skills in cultivating strong relationships with vendors, collaborating seamlessly with Buying teams and engaging effectively with internal stakeholders. They demonstrate professionalism as they take ownership of cases, showing a high level of responsibility and accountability. The Customer Relations Specialist is the epitome of world class customer service and have a commitment to going above and beyond while having a dedication to upholding Harrods’ policies and standards.

Please note this is a hybrid role - 3 days onsite between Hammersmith offices and Knightsbridge and 2 days home, working Monday – Friday, 9.30am-6pm

In return you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

About You

You will have a background in managing complaints, either from a role in Customer Service or Customer Relations or a management role operationally. You will  have a proven track record of successfully managing complex cases from inception to resolution and your professional journey will reflect a commitment to excellence in customer interactions.

Your exceptional interpersonal skills will shine through as well as your empathy toward our valued customers and ability to create an approachable and courteous atmosphere. With a natural ability to start initiatives independently, you thrive in handling a multitude of tasks, showcasing excellent organisational skills and time management.

You will also:

• Have excellent written and verbal communication skills
• Have successfully managed a team at advisor level or above
• Be a self-starter with the ability to handle multiple and varied tasks.
• Consider each customer with the Harrods values in mind.
• Have previous knowledge or experience in complaints management

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