Aftercare Consultant

HARRODS; Greater London; On-site; GBP 27,000 - 36,000; Full time

Job summary

Harrods is seeking an Aftercare Consultant for our Fine Watches department. You will blend deep product knowledge with exceptional service, guiding customers through the repair journey and maintaining the highest standards of care.

You will handle in-person, email, and phone inquiries, welcome clients, and manage data for long-term repairs, including costs and timelines, while offering advice following examinations with technicians.

Qualifications

• Experience in luxury retail with a client-first approach.
• Strong product knowledge of watches and aftercare processes.
• Attention to detail and GDPR compliance awareness.
• Proficient with Microsoft Office and basic IT skills.

Responsibilities

• Engage with clients in person, by email, or on the phone while providing accurate Aftercare information.
• Greet clients on entering the department with a friendly welcome and open questions.
• Enter data for repairs, documenting condition, estimated costs and timelines.
• Advise clients on the best actions after examinations with technicians and information provided.

Skills

Customer service

Luxury retail

Horology knowledge

Communication skills

MS Office

Tools

POS systems

Job description

Our Fine Watches division is looking for an Aftercare Consultant to be the face of our prestigious Aftercare service. This is a rare opportunity to combine deep product knowledge with exceptional client service, supporting our customers through every step of the repair journey and ensuring their timepieces are cared for to the highest standard.

About the Role

The Aftercare Consultant is responsible for providing an outstanding customer service, demonstrating exceptional product knowledge, and building quality customer relationships that will result in increased sales and repeat business with the Fine Watches Room overall.

• Communicating professionally and knowledgeably with clients in person, via email, or on the telephone, providing accurate information about the Aftercare process and services.
• Welcoming all clients upon entering the department with a friendly face and open questions.
• Completing accurate data entry for longer term supplier-based repairs, ensuring condition of goods, work required, estimated costs and time schedules are quoted and agreed where possible.
• Advising clients on the best course of action following external examination of their item, and from information provided by the client and technicians where appropriate.

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

You’ll be a confident and service-driven professional with a strong foundation in luxury retail and a genuine passion for horology. With excellent communication skills and technical knowledge of watch movements, you’ll thrive in delivering outstanding service while supporting the commercial success of the Aftercare department.

In addition to this, you will also possess the following qualities:

• Attention to detail with fantastic levels of concentration.
• Have a good understanding of how a watch works, along with a broad knowledge of how to make watch adjustments.
• Have the ability to perform all POS and systematic procedures confidently and correctly.
• Handle client information with care and sensitivity; adhering to GDPR at all times.
• Strong communication skills to liaise with both clients, Managers, Assistant managers, and external stakeholders.
• Experience with Microsoft programmes.

About Us

Harrods is one of the world's leading luxury department stores and we are 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 specialism of our business.

Uniquely You

At Harrods we believe that 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