Job Description

We are looking for an Operations Executive to take full ownership for complex business as usual activities, system improvements, and projects. You will support our Operations Assistants in ensuring the Customer Service teams are able to deliver exceptional service to all Harrods customers through every contact. This is achieved by having superior knowledge of our store, systems and processes; utilizing this information to drive performance and service, whilst also implementing change and systems & process improvements.

About the Role

As an Operations Executive, you will play a key role in ensuring our Customer Service teams have the tools, systems, and processes needed to deliver world‑class service. You will also be supporting our Operations Assistants to deliver Business As Usual operational tasks within expected timescales. You’ll act as a central point of expertise, using your knowledge of our systems, operations, and procedures to drive improvements and champion best practice across the department. You will detail requirements for any system changes by understanding the issue, impact and benefit for the customer and colleague experience, working with the Continuous Improvement team with the implementation of new systems and monitor this until the change becomes business as usual.

In this role, you will also:

• Support the thorough testing of any new systems or system developments plus create and/or review processes and training material as required, to ensure the solution is fit for purpose, and defects or issues can be resolved before they are rolled out.
• Manage stakeholder relationships effectively to ensure they are clear on the status of any initiatives and actions, including progress, timelines and challenges. Delivering leadership and team presentations when necessary.
• Develop documentation, proposals, and requirements for system or process changes.
• Review and maintain the department strategy for dealing with disruptions with robust business continuity plans; ensuring Customer Service can continue operating with as little interruption as possible.
• Collaborate with the Data Compliance and Information Security teams to establish, review and update processes that will enable Customer Service to meet their legal obligations in terms of the Data Protection Act and PCI.
• Ensure Data Subject Access Requests and Deletions are processed within required timescales and that Harrods meets the industry standard criteria for protecting customer card data.

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

You will have previous experience in an operations role, where you have have developed excellent PC skills, presentation skills, and the ability to be highly analytical with excellent problem solving and numeracy skills. You will have strong communication skills, both written and verbal, and the ability to communicate with a range of stakeholders, and have the confidence to lead workshops, provide training, and share information to engage the audience.

We are looking for someone who is collaborative in nature, able to build and maintain trusted relationships both inside and outside the business, able to be flexible and ready to adapt to changing priorities. You will have previous stakeholder management experience, with strong organisational and time management skills to deliver work of high accuracy against deadlines.

You will:

• Be fully adept with all Microsoft packages and Visio.
• Have the aptitude to learn other applications quickly.
• Be experienced supporting multiple teams and managing priorities.
• Have the ability to thrive in a collaborative yet results-orientated environment.
• Provide thoughtful coaching and feedback to support the growth of others.

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.

Additional Information:

Time Type:

Permanent

Department:

Customer Service Experience (Debbie Ratcliffe)