About the Role
The Aftercare Consultant is responsible for providing outstanding customer service, demonstrating exceptional product knowledge, and building quality customer relationships that will result in increased sales and repeat business with the Fine Watches Room overall. Responsibilities include:
* Communicating professionally and knowledgeably with clients in person, via email, or on the telephone, providing accurate information about the Aftercare process and services.
* Welcoming all clients upon entering the department with a friendly face and open questions.
* Completing accurate data entry for longer‑term supplier‑based repairs, ensuring condition of goods, work required, estimated costs and time schedules are quoted and agreed where possible.
* Advising clients on the best course of action following external examination of their item, using information provided by the client and technicians where appropriate.
This role is fully on site, working 5 out of the 7 days a week.
Qualifications
You will be a confident, service‑driven professional with a strong foundation in luxury retail and a genuine passion for horology. You should have excellent communication skills and technical knowledge of watch movements, and be able to deliver outstanding service while supporting the commercial success of the Aftercare department. Additional required qualities include:
* Attention to detail with high concentration.
* Good understanding of how a watch works and broad knowledge of adjustments.
* Ability to perform all POS and systematic procedures confidently and correctly.
* Handle client information with care and sensitivity, adhering to GDPR at all times.
* Strong communication skills to liaise with clients, managers, assistant managers, and external stakeholders.
* Experience with Microsoft programmes.
Employment Details
Time Type: Permanent
Department: Fine Watches, Fine Jewellery & Luxury Jewellery Retail (Charlotte Hilling)
Location: Harrods, Knightsbridge
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