Aftercare Administrator

Harrods; Greater London; On-site; GBP 22,000 - 26,000; Full time

Job summary

Harrods is seeking an Administrator to act as the client liaison between workshops, Aftercare, and internal teams. You will verify invoices, log repairs, and ensure SLAs are met while coordinating communications with clients and brands.

The role is based on site in London with a focus on accuracy and efficient workflow handling. You will handle estimates, use the SSC system, and maintain logs for all repairs and brand communications, ensuring smooth dispatch and timely collection activities.

Qualifications

• Proficient with Microsoft Outlook, Word and Excel.
• Ability to learn new systems quickly and adapt to change.
• Strong time management and multi-tasking to meet deadlines.
• Clear communication with clients and stakeholders.
• Attention to detail in administrative tasks.

Responsibilities

• Act as client liaison between internal and external workshops and Aftercare.
• Verify invoices and log repairs on internal portals and margin tracker.
• Manage Aftercare email inboxes and coordinate client communications.
• Regenerate estimates for clients and calculate amounts owed.
• Maintain logs of work accepted from brand workshops and chase overdue repairs.

Skills

Microsoft Outlook

Microsoft Word

Microsoft Excel

Time management

Attention to detail

Communication

Tools

SSC

Job description

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.

• 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.

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. 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.

Additional Information

Time Type: Permanent Department: Fine Watches, Fine Jewellery & Luxury Jewellery Retail (Luisa Serna)

As one of the world’s most prestigious brands, and a highly sought-after employer within luxury retail, we aim to provide a working environment in which we can exceed both our customers’ expectations and the expectations of each other. To maintain our high standards, we invest as heavily in our people as we do in our products and store. As well as offering an unforgettable experience for our customers, we offer an exciting, challenging and motivating environment for our employees. We demonstrate how we value our team through an extensive pay and benefits package, as well as through a number of programmes that reward and recognise employees for exceptional performance. Our employees can also accelerate their careers through opportunities to work with talented people, development training, and chances to raise their profile in the luxury retail sector.