We are looking for a passionate Aftercare Consultant to join our team within the Fine Watches Department.

The purpose of this role is to be the face of Fine Watches repairs at Harrods, delivering an unrivalled shopping experience for our customers. The After Sales Consultant will work collaboratively with the back office, Watchmakers Workshop and Operations team, and is responsible for providing outstanding customer service, demonstrating exceptional product knowledge, and building quality customer relationships that result in increased sales and repeat business within The Fine Watch Room overall.

Some of the principal accountabilities for the role will be as follows:

Customer service

• Communicate professionally and knowledgeably with clients in person, via email, or on the telephone, providing accurate information about the Aftercare process and services
• Welcome all customers upon entering the department with a friendly face and open questions, to establish their requirements
• Meet individual sales targets by selling additional products or services at every opportunity, whilst highlighting their features and benefits
• Handle complex or difficult queries and complaints with poise and understanding
• Give the client accurate and up to date information regarding their repair, recruiting support of other colleagues to obtain the necessary information for the client if it is not immediately available
• Provide clients with accurate directions and store information upon request
• Perform all POS and systematic procedures confidently and correctly
• Proactively manage the repair process from start to finish, ensuring the best and most efficient resolution for the client
• 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. Ensure that the customer understands terms of acceptance
• Adhere to GDPR at all times, and handle client information with care and sensitivity

Technical knowledge

• Have a good understanding of how a watch works, along with a broad knowledge of how to make watch adjustments
• Understanding of how quartz and mechanical watches work, and different bracelet designs, thus allowing the principal duties to be carried out efficiently and effectively
• Advise clients on the best course of action following external examination of their item, and from information provided by the client and technicians where appropriate

Merchandise

• Ensure all stock is ticketed, replenished, and correctly priced
• Liaise with your Manager or Assistant Manager, suggesting alternative locations for products following client feedback
• Assist with monthly/annual brand scans and stocktakes
• Ensure security procedures are followed to prevent theft

About us

At Harrods, we’re one of the world’s leading luxury department stores and we’re becoming a destination for top designers around the globe. Supported by a £500million transformation programme that has seen us create innovative Fashion Designer rooms, we give our people the opportunity and inspiring environment to express themselves through their passion and creativity. Here, world-leading brands meet world-class service.

About you

We are looking for a polished, forward-thinking professional who can handle a busy environment whilst ensuring you are giving quality service to all clients. You are someone who likes to build long-lasting relationships with clients and is ideally experienced in luxury retail, fine watches or jewellery. You are proactive and thorough, paying attention to every detail and is highly solution-focused.

To be considered for the role, you will also need the following skills and experience:

• Our Aftercare sales teams will work with repairs, commission pieces, and inquiries from all clients, so knowledge of repairs would be beneficial.
• You must be a part of the welcoming environment where every client gets an acknowledgment and approach.
• You will be a proactive communicator who meets the needs of your clients whilst communicating extensively with every member of the team to make sure that the client’s needs and expectations are met.
• You will have a good understanding of Microsoft Word, Excel, and Outlook.
• You must be flexible to work 5 days across 7 days per week.

Our promise to you

Share our drive to create seemingly impossible luxury experiences for customers, then this will be a hugely important move for you. As well as the chance to learn from true retail experts, you’ll have the satisfaction of working with world-class brands and a team that’s setting the standards for the industry.  

As you build a long-lasting career with us, you will enjoy a package that includes 22 days’ holiday (rising to 27 days) and your birthday off, up to 33% Harrods’ discount, plus access to a competitive pension.

Uniquely You

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 Instagram.