Aftercare Consultant

Harrods; Knightsbridge; On-site; GBP 28,000 - 36,000; Full time

Job summary

Harrods in Knightsbridge is seeking an Aftercare Consultant for our Fine Watches division to be the face of the Aftercare service, combining deep product knowledge with exceptional client service throughout the repair journey.

You will greet clients, provide accurate information about the process, enter data for repairs, advise on the best course of action after examinations, and help maintain the highest standards of horology care.

Qualifications

• Experience in luxury retail and horology is preferred.
• Excellent communication skills and customer service mindset.
• Attention to detail and discretion in handling client data.

Responsibilities

• Communicate professionally with clients in person, via email, or by phone about the Aftercare process and services.
• Welcome clients entering the department with a friendly approach.
• Complete accurate data entry for longer-term repairs, including condition, work required, costs and timelines.
• Advise clients on the best course of action after external examination and technician input.

Skills

Luxury retail

Horology knowledge

Communication skills

Attention to detail

GDPR awareness

Microsoft Office

Tools

Microsoft Office

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.

As well as this, responsibilities will also include:

• 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

Additional Information

Time Type: Permanent Department: Fine Watches, Fine Jewellery & Luxury Jewellery Retail (Charlotte Hilling)

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.