Customer Relations Assistant Manager

Our Customer Relations team are now looking for a Customer Relations Assistant Manager to help lead a specialist function that plays a crucial role in resolving complex customer issues, protecting the Harrods brand, and driving improvements across the wider business. This is an exciting opportunity for a confident leader with strong judgement, emotional intelligence and a passion for delivering fair and empathetic customer outcomes.

This role is a fixed-term contract until July 2027.

About the Role

As a Customer Relations Assistant Manager, you will support the day‑to‑day running of the Customer Relations function, ensuring cases are handled to the highest standard and that the team feels empowered and supported.

Acting as a key link between Customer Relations, in‑Store Customer Service and the wider business, you will help ensure customer insights are clearly shared and that recurring issues are understood and addressed.

You will:

• Lead, coach and develop Customer Relations Specialists to build confidence, capability and good judgement
• Set and reinforce clear expectations to support accurate, fair and timely resolutions
• Handle complex, sensitive or high‑impact cases with autonomy and balanced decision‑making
• Identify recurring issues, trends and root causes, sharing insight to drive meaningful improvements
• Strengthen ways of working and support smoother collaboration across Customer Relations and the wider business
• Provide constructive feedback through regular coaching, performance discussions and onboarding support

Please note this is a hybrid role - 3 days onsite between Hammersmith offices and Knightsbridge and 2 days home, working Monday – Friday, 9.30am-6pm

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 be an empathetic, confident and improvement‑minded leader who brings experience handling complaints or escalations and can make fair, balanced decisions in sensitive situations.

You thrive in a role where you can support others to grow, encourage ownership, and champion accountability. Calm, resilient and professional, you bring focus even during challenging circumstances and embrace opportunities to refine how things are done.

You will bring:

• Experience managing complaints or escalations and making sound, fair decisions
• Confidence in leading and developing a team through coaching, feedback and clear expectation‑setting
• Strong communication skills, with the ability to simplify complex matters for customers and stakeholders
• Ability to identify trends and root causes to strengthen decision‑making and improve customer outcomes
• A collaborative approach that supports effective cross‑team problem‑solving and professionalism under pressure

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.