Harrods
Aftercare Administrator
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About You
We are looking for an Administrator with excellent working knowledge of Microsoft Outlook, Word, Excel, and the ability to learn new systems quickly. You will have excellent time management skills and experience multi-tasking in accordance with changing priorities throughout the working day, using your attention to detail and time management skills to work towards tight deadlines. You will be a confident communicator who is comfortable to converse with clients and raise issues with Senior Management and internal stakeholders.
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.
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About the Role
Our Administrators act as the client liaison between internal and external workshops, and the Aftercare department, ensuring clients have the most up-to-date information regarding repairs and clarifying any aspects outlined by the Workshop.
Within the role, you will act as the final check of a watch repair before it is released back to the client, ensuring all proceeded work has been carried out by the relevant parties and is to a satisfactory standard, ensuring SLA's are met and chasing brands for updates when needed. As an Administrator, you will handle the verification of invoices and ensure repairs are updated systematically, logging and uploading all invoices onto internal repairs portal and the margin tracker. You will manage the Aftercare email inboxes, ensuring SLA's are met and coordinating all resulting client communication thereafter, also handling complaints with clients and brands confidently with all correct information, before Management escalation is required.
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You will also:
- Receive estimates from brand workshops and regenerate them for client understanding, accurately calculating any monies owed.
- Be fully conversant with internal booking in systems (SSC), with ability to troubleshoot issues as and when they arise.
- Proceeding, declining, or amending any work required with the brand on the original estimate, as per the clients’ wishes.
- Maintain a clear log of all work that has been accepted back into store from the brand workshops.
- Proficient in SSC, ensuring that relevant chases with the brand for overdue repairs are carried out, and repairs are pushed through to the final collection activity promptly.
- Oversee safe dispatch of all goods via high value courier via UK and overseas, and all necessary system and paperwork.
- Maintain and update all internal contact and pricing documents to ensure accuracy of information
This role is fully on-site, working 5 out of the 7 days a week. Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.
Additional Information
- Time Type: Permanent
- Department: Fine Watches, Fine Jewellery & Luxury Jewellery Retail (Luisa Serna)
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