We are looking for a Retail Services Associate to join our Retail team in The Lobby at Harrods. As the face of Harrods at the final stage of the customer journey, you will deliver a best-in-class collection experience for customers collecting shopping, private shopping parcels, and food orders. Working closely with our Bell Hop and Operations teams, you will ensure a seamless transition from point of sale to collection, creating memorable moments and providing exceptional service that sets Harrods apart.

About the Role

As a Retail Services Associate, you will provide a warm, friendly and efficient service to customers collecting purchases from The Lobby. You will confidently manage a wide range of customer queries, provide swift resolutions, and ensure every customer leaves Harrods with a positive final impression of their shopping experience. Working collaboratively with teams across Retail, including Bell Hop and Back of House colleagues, you will play a key role in ensuring collections are handled accurately and efficiently while maintaining exceptional operational standards.

You will also:

• Serve customers collecting Customer Collections, Private Shopping parcels and Food Orders, delivering a world-class experience.
• Resolve customer queries efficiently and liaise with Back of House teams to ensure items are retrieved promptly and accurately.
• Maintain high standards within The Lobby and utilise systems such as Enactor, Zendesk and STORM to support daily operations.

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

You will have experience working in a customer-facing environment and be passionate about delivering exceptional service. Naturally personable and confident, you will be able to build rapport with a wide range of customers and demonstrate the ability to handle both straightforward and complex queries with professionalism and care.

You will have excellent communication skills, strong attention to detail, and the ability to remain calm under pressure while maintaining the highest service standards. A collaborative team player, you will enjoy building strong relationships with colleagues across the business and take pride in delivering memorable customer experiences. Experience using customer service or retail systems would be advantageous, alongside the confidence to think on your feet and find effective solutions for 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 our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods 

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