- Location
- Hammersmith England UK
- Employment
- Full-Time
- Seniority
- Entry-Level
- Department
- Retail & Boutique Operations
- Posted
- Sep 30, 2026
About Harrods
Established in 1849, Harrods is one of the world’s most celebrated luxury department stores, distinguished by its Knightsbridge address, exceptional product selection and tradition of attentive service. As an employer, it brings together expertise across fashion, beauty, fine jewellery, food, hospitality, buying, digital commerce and corporate functions. Its environment combines British retail heritage with the evolving expectations of an international clientele, placing particular importance on product knowledge, discretion and operational precision. For professionals drawn to luxury retail, Harrods offers the opportunity to contribute to a globally recognised institution where commercial expertise and thoughtful customer service shape the experience of the brand.
Harrods seeks an experienced Customer Service Advisor to join its Contact Centre team in Hammersmith, handling enquiries across telephone, email, live chat, WhatsApp, and social media. The role involves resolving complex customer queries on first contact, capturing insights to inform business development, and collaborating across teams to deliver solutions aligned with Harrods' values. The position offers hybrid working arrangements with a minimum of three days on-site per week.
Role & Responsibilities
- Handle complex customer queries across multiple communication channels including telephone, email, live chat, WhatsApp, and social media
- Resolve customer issues on first contact whilst minimising repeat contacts and simplifying processes
- Accurately capture contact reasons to identify business development opportunities
- Collaborate with cross-functional teams to deliver consistent, high-quality solutions
- Achieve agreed KPI targets for quality and productivity metrics
- Seek opportunities to enhance customer loyalty and create memorable experiences
- Develop and grow professional skills beyond core activities
- Demonstrate product knowledge and communicate Harrods' heritage and values to customers
Qualifications
- Experience working in a contact centre or customer service environment
- Passionate about delivering exceptional customer service
- Confident in resolving complex customer issues and queries
- Proficiency with CRM systems
- Proficiency with Microsoft Office suite (Word, Excel, PowerPoint)
Skills
Experience
Experience working in a contact centre or customer service environment, with demonstrated ability to handle complex customer queries and confidently resolve issues.
Workplace
The role is situated in Hammersmith, England, UK — conveniently close to London.
Explore jobs in England or in the UK.
Benefits
Company pension, 25 days' annual holiday, birthday off, up to 33% in-store discount (including food hall and restaurants), season ticket loan
Culture
Harrods’ workplace culture is shaped by its heritage as an iconic British luxury retailer, with a strong emphasis on exceptional service, product expertise and meticulous attention to detail. Its dynamic, international environment brings together teams across retail, dining and specialist services, where collaboration and discretion are central to delivering a distinctive customer experience.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Harrods, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Contact Centre Advisor», «Customer Support Specialist», «Client Services Representative», «Customer Enquiry Handler», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.