Aftersales Supervisor

An exciting opportunity has become available in the Harrods Aftersales department for an Aftersales Supervisor to join the world’s foremost luxury brand in a key location. You will be joining an established team at a time where we are expanding and opening our very first front of house aftersales space. You will primarily be responsible for ensuring that the daily running of the space runs smoothly, ensuring aftersales clients are welcomed in keeping with our house standards and liaising closely with the Operations Manager. The role will cover all aspects of repair management, including the initial consultation with the client, assessment of repairs and providing updates throughout the process. You will work closely with the Boutique Management team in order to find the best solutions to clients’ requests. Some back of house duties will include liaising with the Croydon Atelier Team as well as the French Atelier Team, repair logistics, ordering spare parts and stock management.

An important aspect will be to help encourage optimum standards and activity amongst the team whilst creating strong client relationships and brand loyalty by assisting with the monitoring of performance, ensuring excellent customer service, product knowledge and care, immaculate personal and staff presentation as well as effective teamwork at all times.

Leveraging your unique experiences, CHANEL will enable you to…

As part of this exciting new project you will be the face of the department and lead the team in creating an exceptional new client experience in the new dedicated aftersales space providing a luxury service for all visitors. You will be responsible for all administration duties and leadership of the team to achieve the company KPIs. With 8 collections created per year, each request is unique and should be assessed on a case-by-case basis. You will use your experience and product knowledge to provide the best solution for the client, handling complaints as and when they arise. Key back of house tasks will also require completion to ensure leadtimes are respected.

RESPONSIBILITIES TO INCLUDE

You are energised by…

We are looking for someone who is outgoing, communitive, has an eye for detail, and will instil a passion for Aftersales in to the wider team. You will be comfortable engaging with a range of clients in a positive manner. You will have a good understanding of luxury leather products and costume jewellery goods especially and have good problem-solving skills.

Actively participating in positive feedback sessions to build on the strong relationships we have with the Croydon Atelier as well as the Global Aftersales Teams in France.

You will be comfortable sharing opinions with the team and be proactive in driving the training function with varied products on a daily basis.

What you can bring to the team…

Someone who is ready to step into a new role of leading a team in a new and exciting department and who will need to be flexible, motivated and ready for a challenge!

With the main portion of the role being the receipt and initial assessment of all repair requests a basic knowledge of CASS and the GRACE aftersales principles is beneficial, as well as;

What you will learn & what CHANEL can offer you…

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

It is important to us that this role is sustainable for the successful candidate for the long term. We recommend checking those little details that make a big difference in your daily work life; eg. Commute to Harrods & working hours.