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

• Leading the Aftersales Team to create a unique client experience and service.
• Alongside the Operations Manager, prepare and oversee the monthly rota, to ensure optimum cover in the department.
• Engaging with clients to facilitate their repair requests and ensure that the team maintains the correct communication levels with clients.
• Oversee all CASS administration and associated paperwork, adhering to Boutique/Department store procedures and policies as appropriate ensuring repairs are sent to the relevant workshops within the company guidelines of 3 days after being recorded
• Be the main conduit between the department and the main Croydon repair team, ensuring that communication is strong and relationships are maintained to ensure optimum service levels.
• Must be able to diagnose the reason for the product being returned and provide an appropriate solution ie in-house repair, send to Croydon, to Paris, credit offer or unrepairable
• Establish and maintain strong customer relationships by responding promptly and appropriately to all internal and external queries and ensuring that all parties are kept informed as appropriate
• Processing all client Credit Notes on CBR
• Organise for the team to deliver training to FAs on CASS and GRACE projects in the boutiques
• Conduct interim stocktakes on repair locations and be responsible for stocktake results.
• Monthly/quarterly repair audits
• Accurate receipt of deliveries, ensuring that goods received correspond with the appropriate documentation
• Develop and maintain expert standards of product knowledge. All quality issue information to be shared as appropriate within the Boutique team and relevant Head Office departments
• Handle, in liaison with the Operations Manager and Aftersales Manager all client complaints
• Good communication with the Transport Department to ensure repairs are collected on time

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;

• Ability to motivate and drive a team
• Attention to detail and a keen eye.
• Effective communication skills.
• Ability to prioritise your and your team’s time.
• Empathy and listening skills are essential along with a “can do” attitude
• An understanding of client expectations and the ability to find solutions to any problems.
• Experience of managing workflow and meeting deadlines.
• Being able to plan your daily tasks and show flexibility to ad hoc requests
• Active participation in team meetings

What you will learn & what CHANEL can offer you…

• An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth
• An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
• Delivery of excellence in an environment that places the long term success of its people and by extension the brand, at its forefront
• Consistent evolution as a leader that drives a team to deliver a key value add service to the client, and deepens the clients relationship with the brand

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.