Retail Service Associate - The Lobby

Our Retail Services team in The Lobby are now looking for Retail Services Associates to deliver seamless, world-class customer experiences at one of the most important touchpoints in our store. This is a unique opportunity to be part of the service that brings our customers’ Harrods journey to a close, ensuring it ends just as memorably as it began.

About the Role

As a Retail Services Associate, you’ll be the face of Harrods for customers collecting their shopping, food parcels and online orders. You’ll ensure the service is smooth, professional and efficient, providing support from the point of sale through to collection. With a strong focus on service and organisation, you’ll make this final step in the customer journey as effortless as possible.

You’ll handle both front-of-house and operational duties, from resolving queries and handling escalations, to organising storage areas and processing parcels with accuracy and care. You’ll also support the Retail Services Manager and Supervisors by acting as an ambassador for the team and leading by example, helping to maintain our world-class standards.

Key responsibilities include:

• Delivering exceptional service to every customer collecting their parcels and orders
• Building rapport with customers, anticipating their needs, and resolving queries swiftly and professionally
• Handling escalations with confidence, turning challenges into positive outcomes
• Processing high volumes of parcels efficiently, ensuring storage areas remain organised and secure
• Using systems such as Enactor, Zendesk, STORM and The Lobby app to manage collections and data accurately
• Promoting NPS feedback to continually improve service standards
• Maintaining immaculate department standards in line with Harrods luxury expectations
• Supporting colleagues by ensuring the department is fully covered during operating hours

This is a full-time role, based in our Knightsbridge store, working five days across a seven-day rota (shifts between 09:30–21:30).

About You

You’ll be naturally engaging, confident and service-driven, with the ability to connect with a diverse range of customers. Calm under pressure, you’ll balance excellent customer service with strong organisational skills, ensuring operations run smoothly behind the scenes as well as front of house.

You will:

• Have previous customer-facing experience in retail, hospitality, or a similar fast-paced environment
• Be confident handling challenging situations while remaining professional and composed
• Demonstrate excellent communication skills, both written and verbal
• Have strong attention to detail, with a logical and methodical approach to operational tasks
• Be comfortable using POS and service systems, with confidence to learn new technology quickly
• Be a strong team player, able to support colleagues and adapt to business needs
• Be physically able to carry shopping bags up and down stairs, and across to our car park if required
• Take pride in your presentation and punctuality, embodying Harrods standards at all times

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.