Facilities Customer Service Operator

Our Engineering & Facilities function is looking for a Facilities Customer Service Operator to join the team that keeps Harrods running, above and below ground, and across all of our locations, including Knightsbridge and Hammersmith.    

Ensuring Harrods is the world’s Number One luxury store requires an army of the very best and dedicated colleagues within engineering and maintenance.  Our diversely skilled team are made up of electricians, plumbers, carpenters, and technicians. With their finely honed technical skills, vast experience, and tireless attention to detail, they are present 24/7 to look after everything - from state-of-the-art installations, to our 170 plus years old heritage features - all to make sure Harrods is always ready to serve its customers.

About the Role

As a Facilities Customer Service Operator, you will be based at the beating heart of our Knightsbridge store, surrounded by a dedicated, fast-working and knowledgeable team. You will manage the end to end process of supporting and maintaining our main store and other sites, including our H beauty stores across the UK. You will deliver excellent customer service to our staff, escalating facilities faults, and playing an integral role in connecting the necessary trade specialists to resolve the issues. 

Daily, you will log calls; arrange appropriate repairs or maintenance works; use our bespoke CAFM software; take regular phone calls; translate faults into clear and practical resolutions; communicate with internal stakeholders via email and Teams. You will have the opportunity to be involved in additional projects; there is a lot of growth and development planned for the team and you can be part of this change. 

Your role will work in line with store opening hours, working 5 out of 7 days including weekends and bank holidays, on a rota basis. 

About You

You could have experience and interest in data analytics or similar; experience in a high-volume customer-facing role, or experience of answering multiple calls with diligence and precision.

You will also:  

• Be someone who likes data – the use and analysis – and you enjoy translating this into system or fault resolution
• You can communicate at all levels with strong written and spoken communication skills
• You have excellent customer service qualities and a precise eye for detail
• Hold excellent IT literacy, able to adapt to different systems
• Have great initiative and tenancy to get good results, quickly
• Have the skills to organise your approach to work planning and time allocation to tasks

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.

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

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