Customer Service Consultant - 37.5 Full time

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…

Rewards and benefits

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary.

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies

• Defined pension contribution scheme

• Generous bonus and/or commission scheme

• Enviable team member discount including sale previews and double discount days

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment

• Subsidised gym memberships

• Annual travel pass and cycle-to-work schemes

• A sustainable car salary sacrifice scheme

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance

• Access to a wide range of training programmes to help your career development

Read on to find out how you can play your part in Reinventing Retail…

Role Responsibility

As a Customer Service Consultant, you will be the expert for all things Selfridges and the go-to person to help our customers with their queries. Fully knowledgeable and understanding of everything about our Digital business, whilst supporting our stores with resolving complaints and those escalated to our Exec partners. You’ll have the opportunity to support in delivering projects within the contact centre, whilst ensuring all internal processes provide an excellent customer experience.

As a Customer Service Consultant you will:

• Be a Selfridges expert, positively and proactively supporting the contact centre with complex queries and store management with digital queries

• Resolve complex customer queries and complaints with professionalism and a desire to exceed expectations at every opportunity; going above and beyond to inspire and delight

• Work closely with other team members across the digital business to support in the delivery of new projects, products and services. This includes but not limited to Digital Trading, Buying and Merchandising, IT Service Desk, Supply Chain and Change teams, ensuring that our customers are at the heart of our decision making

• Provide training to support in the roll out of said projects, products and services as required to ensure the team within the contact centre are well informed to support customer queries

• Adapt to the challenges that vary from day to day. A flexible role, you will be required to work on different projects to support our customers needs across all touch points

• Provide training and ongoing support as we roll out our Store Support service within our stores to provide a more seamless store enquiry process

The Ideal Candidate

How you’ll do it…you will be:

• A great communicator. You will be able to positively engage with all different types of customers (domestic and international) with varying needs and requirements

• Well informed. Remaining continuously updated as to the digital and store service proposition in order to be able to share the right information

• Known to be a sales and service expert. You’ll need to use these skills to deliver the extraordinary each and every time and take the initiative to provide additional services where appropriate

• Collaborative. You’ll work closely with team members to stay updated of key changes to digital and store information and work together where required to exceed customer needs

• Approachable. Providing our customers with warm and friendly interactions

• A proud shopkeeper. You’ll celebrate everything about Selfridges and be keen to use this enthusiasm to engage and excite our customers

• Problem solving skills. You’ll go above and beyond to resolve issues for our customers and be able to adapt your approach to each individual customer

• An example of our values, a trusted and respected colleague
  

About the Company

Everyone is welcome

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times.

Selfridges