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E-Commerce Operations Assistant

  • Department: Customer Service
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: JRS57

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The E-Commerce Operations Assistant will support the continuous improvement of the customer / user experience across your operational area (Customer Service, /E-Commerce/Strategy).  You will work closely with the operational team to understand the actions required to enable this and have a flexible approach to support.

Principal Accountabilities

  • Plan and organise projects alongside key activities to ensure they’re delivered on time, whilst escalating any potential roadblocks or delays
  • Facilitate workshops and review data to identify opportunities for continual improvement
  • Detail requirements by journey mapping and scoping the optimum customer and employee experience
  • Thoroughly test any new systems, processes or training material to ensure the solution is fit for purpose and defects or issues can be resolved before roll out
  • Organise and prepare training content and material with the customer/user viewpoint in mind
  • Implement a new system or way of working until it can be handed over as becomes business as usual
  • Proactively identify gaps in the customer / employee experience, highlight potential solutions to improve this
  • Generate engaging and action focused reports to share with the team and our stakeholders
  • Own the continual improvement of processes; ensuring they are up to date, efficient, fit for purpose, clearly documented, and communicated to the relevant teams
  • Maintain the department strategy for dealing with disruptions; ensuring we are able to continue operating with as little interruption to our service as possible
  • Maintain excellent working relationships with key contacts across the business such as IT, Buying, Fulfilment, Content, Trade, and UX as well as external contacts such as Farfetch, Zendesk and Brand / Fulfilment Partners.

Other

Travel to multiple Harrods office locations (Knightsbridge, Hammersmith, Thatcham) will be required.

Key Performance Indicators (KPI’s)

  • Support the Customer Service Team and other operational stakeholders to deliver KPIs where applicable:
    • CS Call performance
    • CS Ticket response and resolution time in line with quality targets
    • Speed of sending
    • Return processing
    • Cancellations

Harrods Values

At Harrods, we ask everyone to believe in the Art of the Possible, to challenge the conventional view of what is possible and turn delivery into an art form. Our brand needs us to be Master of Luxury, Experts of Exceptional and Creators of Magic, As brands are made by people, our people have a really important role to play.

We have five employee values that show us the way; We take pride, We Strive to Exceed, We are One, We are Human and We Build Trust. These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.

Personal Profile

  • Experience of supporting customers in a luxury environment
  • Possesses an understanding of contact centre operations
  • Ability to thrive in a collaborative yet results-oriented environment
  • Strong organisational and time-management skills, with the ability and willingness to multi-task
  • A team player who can develop and maintain trusted relationships with all levels in and outside of the business
  • Excellent communication skills, both written and verbal, with the ability to communicate “up” confidently and appropriately
  • Strong attention to detail with emphasis on accuracy
  • Highly analytical with excellent problem solving and numeracy skills, ability to use data to pull together a story
  • Flexible and ready to adapt to changing priorities
  • Excellent PC skills: - fully adept with all Microsoft packages and Visio [Excel – minimum intermediate level]. Aptitude to learn other applications
  • Action orientated
  • A self-starter who can work without supervision

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