Customer Service Assistant Manager

Our Assistant Managers play a critical role in our Customer Service division and are one of the key driving forces behind our customers receiving an exceptional experience, responsible for managing day-to-day service delivery tasks within our Hammersmith contact centre team, and enabling our other Assistant Managers to focus on coaching and development.

About the Role

As an Assistant manager, you will take full ownership for complex business as usual activities, system improvements, and projects. You will drive these projects and conversations to ensure all key activities and system improvements are delivered on time, taking ownership for communication updates with key stakeholders to ensure they are clear on the status of any initiatives.

Within this role, you will be responsible for the allocation and management of unassigned tickets across our Customer Service team, ensuring the correct work sits with the correct colleague, and providing in the moment support to advisors to ensure resolutions are found. You will monitor real-time performance metrics, service levels and shift priorities where necessary, working closely with the wider management and operational teams to rectify any shortfalls in service delivery.

As well as this, you will also:

• Lead daily and weekly performance reporting..
• Use a variety of systems to manage workflows and communications.
• Ensure data accuracy and timely updates across platforms.
• Work closely with Assistant Manager peer group to identify coaching opportunities for individuals.
• Take part in weekly management huddles and briefings to communicate performance insights.
• Approve exceptions, goodwill gestures, and policy-based decisions.

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

To be successful as an Assistant Manager, you will have experience within the customer service industry, comfortable using CRM platforms and able to identify and address problems in a timely and effective manner and communicate issues and solutions clearly. You will be passionate about your work and ensuring that everyone is performing to the best of their ability, with the confidence to understand each colleagues' development needs.

You will also have the following qualities:

• Strong attention to detail to review and analyse information, able to read data in real time and interpret it to make sound decisions.
• Understand the customer service industry, including best practices and emerging trends.
• Ability to thrive in a dynamic and rapidly changing work environment, managing multiple tasks and priorities simultaneously.
• Confidence in creating and delivering presentations to stakeholders.
• Ability to use Microsoft Office tools effectively and confidently.

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.