Customer Services Assistant Manager

Harrods Careers; Cheltenham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading luxury department store in the UK is seeking an Assistant Manager for the Customer Service team. You will be responsible for managing a team, driving service excellence, and influencing a culture of inclusivity and innovation. The ideal candidate has strong management skills in a customer-focused environment, with a passion for enhancing service standards. This role offers a competitive salary and various employee benefits, including significant in-store discounts.

Benefits

Up to 33% in-store discount

25 days’ annual leave

Additional birthday off

Season ticket loan

Corporate health service access

Corporate discounts for gym, restaurants, hotels

Qualifications

• Demonstrated management skills of a team of 4 or more in a customer service environment.
• Ability to quickly build effective relationships with peers and stakeholders at all levels.
• Customer centric approach with experience in a high-level customer service setting.
• Experience improving processes and spotting opportunities for service improvement.
• Proactivity and responsibility for personal development and team performance.

Responsibilities

• Manage and inspire the team to embody the company values and mission.
• Coach, engage, and support advisors to deliver strong performance.
• Identify root causes of issues and highlight service improvement opportunities.

Skills

Demonstrated management skills

Ability to build effective relationships

Customer centric approach

Experience improving processes

Proactivity and responsibility

Job description

Overview

The Customer Service team are looking for an Assistant Manager to join them as they deliver world class service for our customers. You will play a key role in resolving customer issues, protecting our brand, and building deep expertise in your area. If you're passionate about delivering exceptional service and making a real impact, we’d love to hear from you.

About the role

As an Assistant Manager, you will report to the Customer Service Manager and set the standard and inspire the team to embody our values and mission statement. You will directly manage our advisors as well as coach, engage, support and develop them to deliver a strong performance and excellent service for our customers. As a member of the management team, you will create culture and environment that is as inclusive and inviting as it is innovative and effective.

About You

As a leader you are motivated to deliver excellent KPI performance as well as identifying the root cause of recurring issues to highlight opportunities for service improvement and avoid future service failures. Customer service excellence is what you live and breathe and as a strong and engaging manager, you are skilled at actively coaching your team to model this behaviour too which shines through in their exemplary service standards.

You will also have:

• Demonstrated management skills of a team of 4 or more in a customer service environment
• The ability to quickly build effective relationships with peers and stakeholders at all levels.
• A customer centric approach with experience of working at a high level of customer service, ideally in the luxury industry or highly complex customer settings.
• Experience improving process and the ability to spot opportunities to improve service for customers beyond a specific case.
• Proactivity and the ability to take responsibility for personal development and team performance.

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.

Our benefits package reflects the value you bring to our business. It includes up to 33% in-store discount, 25 days’ annual leave, additional birthday off, season ticket loan, full access to our corporate health service and corporate discount for gym membership, restaurants, hotels and more.

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 our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods

Additional Information

Time Type: Permanent

Department: Customer Service Team KB (Natalia Latcheva)