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About the Role
Assist in the daily running of the boutique, ensuring aftersales clients receive the ultimate luxury experience. The role involves client and repair management, from initial consultation and assessment to providing updates and liaising with artisans. You will also manage back-of-house activities, including coordinating repairs, ordering parts, and managing stock.
Responsibilities
- Engage with clients to understand and facilitate their repair requests, providing appropriate solutions and keeping them informed.
- Diagnose product issues and determine the most appropriate solution (in-house repair, external atelier repair, credit offer, or unrepairable assessment).
- Perform express and minor technical repairs on leather goods and costume jewellery.
- Ensure timely and accurate completion of ACET administration and timely dispatch of repairs.
- Manage spare-part orders and inventory.
- Build and maintain strong client relationships by responding promptly to queries.
- Process client Credit Notes on POS and support administration to achieve company KPIs.
- Deliver training to Fashion Advisors on ACET projects.
- Conduct stocktakes and repair audits, and receipt deliveries.
- Develop and maintain expert product knowledge, sharing quality information with the team and Head Office.
- Liaise with management regarding client complaints.
- Work closely with the Transport Department to ensure timely repair collections.
- Maintain a helpful and courteous approach towards colleagues, remaining reliable, supportive, and flexible.
Requirements
- An outgoing and communicative approach with strong attention to detail.
- A good understanding of luxury leather goods, costume jewellery, and Ready-to-Wear garments.
- A good level of practical repair skills and the ability to perform minor technical and express repairs.
- Strong problem-solving skills and the ability to assess individual client requests and identify appropriate solutions.
- Empathy and strong listening skills, combined with a positive, open, and "can do" mindset.
- An understanding of client expectations and strong communication skills.
- Experience managing workflow, prioritizing daily responsibilities, and meeting deadlines.
- Flexibility when responding to ad hoc requests.
- A collaborative approach and willingness to actively participate in team meetings and feedback sessions.
Skills
- Luxury leather goods knowledge
- Costume jewellery knowledge
- Ready-to-Wear garment knowledge
- Practical repair skills
- Minor technical repair skills
- Express repair skills
- ACET knowledge (beneficial)
- Problem-solving
- Client relationship management
- Workflow management
- Prioritization
- Communication skills
- Attention to detail
- Teamwork
Location
- CHANEL Harrods Care & Repair
Work Type
- Permanent
- Full-time
Benefits
- Private Medical Insurance (covers pre-existing conditions, option to add family members)
- Online GP App with 24/7 appointments available within 24 hours
- Cycle Scheme participation
- Pension
- Life Assurance
- Retail Discounts (Supermarkets, Gyms, Days Out, etc.)
- Employee Assistance Programmes
- Other Support Lines
- Wellbeing Platforms
- Arts & Culture Ticket Discounts
- CHANEL Product Discounts
- Employee Only Sales
- Service Awards Programme (offering CHANEL Products, Retail Vouchers, Additional Holidays)
About the Company
- CHANEL is focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.
- The uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams.
- Sustainability is one of CHANEL’s key performance drivers and is embedded into our ways of working.
- The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions.
Equal Opportunity
- We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.