Harrods Aftercare Administrator
- Department
- Retail & Boutique Operations
- Industry
- Pre-Owned, Vintage & Circular Luxury
- Posted
- Sept 30, 2026
About Harrods
Established in 1849, Harrods is one of the world’s most celebrated luxury department stores, distinguished by its Knightsbridge address, exceptional product selection and tradition of attentive service. As an employer, it brings together expertise across fashion, beauty, fine jewellery, food, hospitality, buying, digital commerce and corporate functions. Its environment combines British retail heritage with the evolving expectations of an international clientele, placing particular importance on product knowledge, discretion and operational precision. For professionals drawn to luxury retail, Harrods offers the opportunity to contribute to a globally recognised institution where commercial expertise and thoughtful customer service shape the experience of the brand.
Harrods Aftercare Administrator in Hammersmith—manage watch repair operations, client communications, and logistics for luxury pre-owned timepieces.
Role & Responsibilities
- Act as client liaison ensuring timely updates on watch repairs and clarifying workshop procedures and outcomes
- Conduct final quality verification of completed repairs before client release, ensuring all work meets standards and SLA timelines
- Manage Aftercare email inboxes and coordinate all client communications, escalating complaints appropriately while maintaining SLA compliance
- Receive repair estimates from brand workshops, regenerate documentation for client understanding, and accurately calculate costs owed
- Process and verify repair invoices systematically, uploading records to internal repair portal and margin tracker
- Operate booking system (SSC) to track accepted work, chase overdue repairs from brand partners, and facilitate timely collection activities
- Coordinate safe dispatch of high-value goods via specialist couriers to UK and international destinations, managing all documentation
- Maintain accurate logs of all repair work accepted back into store and update internal contact and pricing documentation
- Proceed, decline, or amend work based on client preferences in consultation with brand partners
Qualifications
- Proficiency with Microsoft Outlook, Word, and Excel
- Experience with internal booking and repair management systems or demonstrated ability to learn new systems quickly
- Strong organisational and time management capabilities with ability to multitask amid shifting priorities
- Excellent attention to detail with capacity to work toward tight deadlines
- Confident communication skills with ability to engage effectively with clients, external partners, and internal stakeholders
- Ability to handle client complaints and escalations with composure and accuracy
Skills
Experience
">Demonstrated experience in administrative or customer service roles involving repair coordination, logistics, or client liaison activities; familiarity with luxury retail or workshop operations is advantageous.
Workplace
The successful candidate will be located in London, England, UK.
Culture
Harrods’ workplace culture is shaped by its heritage as an iconic British luxury retailer, with a strong emphasis on exceptional service, product expertise and meticulous attention to detail. Its dynamic, international environment brings together teams across retail, dining and specialist services, where collaboration and discretion are central to delivering a distinctive customer experience.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Harrods, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Services Administrator», «Repair Operations Coordinator», «Aftercare Coordinator», «Client Liaison Administrator», «Service Desk Administrator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.