Aftercare Administrator

Within the role, you will act as the final check of a watch repair before it is released back to the client, ensuring all proceeded work has been carried out by the relevant parties and is to a satisfactory standard, ensuring SLA's are met and chasing brands for updates when needed. As an Administrator, you will handle the verification of invoices and ensure repairs are updated systematically, logging and uploading all invoices onto internal repairs portal and the margin tracker. You will manage the Aftercare email inboxes, ensuring SLA's are met and coordinating all resulting client communication thereafter, also handling complaints with clients and brands confidently with all correct information, before Management escalation is required.

You will also:

• Receive estimates from brand workshops and regenerate them for client understanding, accurately calculating any monies owed.
• Be fully conversant with internal booking in systems (SSC), with ability to troubleshoot issues as and when they arise.
• Proceeding, declining, or amending any work required with the brand on the original estimate, as per the clients’ wishes.
• Maintain a clear log of all work that has been accepted back into store from the brand workshops.
• Proficient in SSC, ensuring that relevant chases with the brand for overdue repairs are carried out, and repairs are pushed through to the final collection activity promptly.
• Oversee safe dispatch of all goods via high value courier via UK and overseas, and all necessary system and paperwork.
• Maintain and update all internal contact and pricing documents to ensure accuracy of information

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 an Administrator with excellent working knowledge of Microsoft Outlook, Word, Excel, and the ability to learn new systems quickly. You will have excellent time management skills and experience multi-tasking in accordance with changing priorities throughout the working day, using your attention to detail and time management skills to work towards tight deadlines. You will be a confident communicator who is comfortable to converse with clients and raise issues with Senior Management and internal stakeholders.