We are looking for a Customer Service apprentice to join our in-store, Customer Service team on an 15-month programme in partnership with our training provider. This programme will provide you with the skills necessary to be able to effectively manage the customer service experience across complex scenarios and achieve a Level 3 Customer Service Specialist qualification.

About the Role

As a Customer Service Advisor, your mission is to be a world-class, service-focused team that delivers a bespoke experience for every customer, surprising and delighting them and increasing their loyalty to Harrods.

In this apprenticeship, you will develop new ways of approaching situations and will learn how to understand the root causes of problems, how to continually improve the services that Harrods offers and how to further improve your communication skills. There are ten learning phases to be completed through either one-to-one sessions or webinars; you can expect online learning sessions and tutorials, remote support, live webinars with industry experts, independent learning and ongoing mentoring. You will have regular progress reviews with tutors and your line manager, have exposure to the wider services team, and implement your studies into your day in the department.

Within the role, you will:

• Support customers primarily face to face and at times, through telephone and email

• Aim to resolve queries on first contact, minimising future contacts and simplifying processes for the benefit of the customer.

• Take ownership and resolve queries in line with Harrods policies and values.

• Work collaboratively across teams to get the right solution for the customer within the shortest possible timeframe.

• Record the reason for contact accurately to allow the business to understand the opportunities for improvement.

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

We are looking for someone who is willing to learn, has strong communication skills and is resilient to be a successful apprentice on this programme. Previous experience in a customer facing role would be beneficial but is not a requirement, as you will be dealing with face-to-face interactions with customers. You will personable and able to adapt to different customer profiles. Our Customer Service team collaborates with many departments across the store; you will be confident at developing strong working relationships with the wider teams and be able to build business knowledge to support colleagues and customers.

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. 

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