Customer Service Assistant Manager

Customer Service Assistant Manager

We are looking for a Customer Service Assistant Manager who is confident, people focused, and will empower the team to make the right decisions for each customer. You will lead, coach and develop a team of Advisers and Team Leads to improve their performance, productivity and the service they deliver. Ensuring all customers receive a personalised and welcoming experience, you will encourage the team to share their knowledge of our products, services and the history & heritage of Harrods.

About the Role

As a Customer Service Assistant Manager, you will assist in managing the customer service team to ensure smooth operations. This includes leading the team through clear expectations, being visible on the floor, and offering support in the moment, reinforcing service basics and helping colleagues feel grounded and capable across all shifts. You will handle more complex or sensitive customer issues, ensuring decisions are fair, timely and aligned with our standards. Within the role, you will support new starters, handle attendance, behaviour and performance concerns, and create a respectful and inclusive team culture.

You will also:

• Collaborate with our Customer Service Manager to support the development and implementation of strategies aimed at improving the customer experience.
• Work collaboratively across the business, building relationships that enable faster, clearer and aligned customer solutions.
• Perform regular quality checks and ensure the team meets established service-level agreements and performance metrics.
• Take accountability for decision-making that balancing business strategy with resolving customer issues and enhances customers' loyalty to Harrods.
• Analyse customer feedback, identifying trends and areas for improvement.
• Accurately capture the reasons for contact and escalation, feeding back to other business area management when trends occur.

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

To be successful within this role, you will bring experience leading teams in a customer-facing environment and take pride in delivering high standards. You offer calm, steady leadership, especially during busy or challenging moments, and help others stay focused and confident. You will also be experienced in holding regular performance and development discussions, identifying strengths and supporting growth within your team.

You will also possess:

• Confidence in having difficult conversations, approaching these with clarity and care, acting with fairness, empathy and professionalism.
• Strong communication skills to communicate clearly and simply, offering guidance that colleagues and customers can rely on.
• Confidence in making decisions at the appropriate level and understand when escalation is needed.
• Ability to build strong, positive relationships across the business and work collaboratively to support customers and colleagues.
• Experience handling sensitive customer issues and finding solutions.

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 (Natalia Latcheva)