Operations Lead: Customer Service & Systems

Harrods; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Job summary

Harrods is seeking an Operations Executive to own complex BAU activities, drive system improvements and support Customer Service to deliver world-class service. You will back Operations Assistants, manage changes, and translate issues into practical requirements while partnering with Continuous Improvement.

You will also develop training materials, review processes, and maintain robust business continuity plans to ensure ongoing operations amid disruptions.

Qualifications

• Experience in an operations role with strong PC and presentation skills.
• Highly analytical with good numeracy and problem-solving abilities.
• Excellent communication and stakeholder management capabilities.

Responsibilities

• Test and review new systems or developments; create and/or review processes and training material.
• Manage stakeholder relationships with clear status updates on initiatives and timelines.
• Deliver leadership and team presentations as required.
• Develop documentation and requirements for system or process changes.
• Maintain business continuity plans to minimise disruption for Customer Service.
• Collaborate with Data Compliance and Information Security to meet legal obligations (Data Protection Act, PCI).
• Ensure Data Subject Access Requests and Deletions are processed within required timescales and protect customer card data.

Skills

Microsoft Office

Visio

Analytical thinking

Problem solving

Communication skills

Stakeholder management

Tools

Microsoft Office Suite

Visio

Job description

Harrods is seeking an Operations Executive to own complex BAU activities, drive system improvements and support Customer Service to deliver world-class service. You will back Operations Assistants, manage changes, and translate issues into practical requirements while partnering with Continuous Improvement.

You will also develop training materials, review processes, and maintain robust business continuity plans to ensure ongoing operations amid disruptions.