Customer Relations Specialist

Our Customer Relations team are now looking for a Customer Relations Specialist. As part of the Customer Relations team, you will play a vital role in Harrods' expert complaint-handling function.

About the Role

As a Customer Relations Advisor you will be managing high volume, complex customer issues and delivering an exceptional service and bespoke experience for Harrods customers. Every interaction with our customers will give you the opportunity to use your own initiative and represent our brand as the pinnacle of luxury and best in class for Customer Service.

A core role component is providing an aftercare service for customers experiencing post-sale issues with Furniture, Nursery Furniture and Technology purchases, being the point of contact co-ordinating a resolution between the brand, Retail team and customer. You’ll also be responsible for reviewing customer feedback channels, provide responses and ensure their issue is fully resolved.

Depending on your role, you may be fully on-site or have a mix of on-site and home working – this is what we refer to as ‘Hybrid’. Our hybrid working policy allows colleagues to work from home for part of the week, with a minimum of three days on-site, depending on business needs.

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 will have a background in managing complaints, either from a role in Customer Service or Customer Relations. You will have a proven track record of successfully managing complex cases from inception to resolution and your professional journey will reflect a commitment to excellence in customer interactions.

Your exceptional interpersonal skills will shine through as well as your empathy toward our valued customers and ability to create an approachable and courteous atmosphere. With a natural ability to start initiatives independently, you thrive in handling a multitude of tasks, showcasing excellent organisational skills and time management.

You will also:

• Have excellent written and verbal communication skills

• Be a self-starter with the ability to handle multiple and varied tasks.

• Consider each customer with the Harrods values in mind.

• Have previous knowledge or experience in complaints management

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: Customer Service Team KB (Priya Vekria)