Facilities Customer Service Operator

Our Facilities & Engineering team are now looking for a Facilities Helpdesk Operative to join us in delivering exceptional service across Harrods. As the first point of contact for all Facilities and Engineering queries, you’ll play a key role in ensuring smooth operations and a positive experience for our colleagues. This is a great opportunity to work in a fast-paced environment where no two days are the same. 

About the Role 

In this role, you will be responsible for managing incoming calls and emails related to Facilities and Engineering issues, logging tasks accurately in our CAFM system (Planon), and ensuring timely communication and resolution. You’ll liaise with internal teams and external vendors, coordinate service requests, and take ownership of every issue to deliver outstanding customer service. 

Key responsibilities include: 

• Acting as the first point of contact for all Facilities & Engineering inquiries. 
• Logging and allocating tasks in the CAFM system, ensuring accuracy and efficiency. 
• Providing regular updates and escalating urgent matters to Duty Management. 
• Liaising with vendors and coordinating service requests. 
• Conducting regular floor walks to identify and report maintenance needs. 
• Supporting ad-hoc projects and contributing to process improvements. 

This role operates on a rotational schedule, including early and late shifts, weekends, and bank holidays. 

About You 

You will be highly customer-focused, with excellent communication skills and a professional phone manner. You’ll thrive in a fast-paced environment, taking ownership of tasks and ensuring follow-up to completion. 

You will: 

• Have strong organisational skills and attention to detail. 
• Be adaptable and flexible to meet business needs, including early starts, late finishes, and weekend work. 
• Be comfortable using technology and open to learning new systems (experience with CAFM systems like Planon is a plus). 
• Be proactive, resilient, and driven to deliver exceptional service. 

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. 

Harrods offers a range of company-wide benefits including staff discount, subsidised medical and dental cover, discounted gym membership, and more.  

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.