Job Introduction

Are you looking for a new challenge that gives you the chance to get creative and use your knowledge of the business to take Customer Service to the next level?  Looking for a company that wants to help further your career Customer Service as well as provide you with an exciting, inspiring and fun place to work?   

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for! 

Role Responsibility

As a Senior 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 lead and deliver projects within the contact centre, whilst ensuring all internal processes provide an excellent customer experience.

The Senior CSC will have the ability to coach and mentor new team members by sharing their knowledge of internal processes, projects, technology and relationships from previous experience alongside a wealth of experience from retail that can contribute to CS improvement 

As a Senior 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 lead and deliver 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 amaze, surprise and delight our customers across all touch points
• Provide training and lead CSC 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
• Displaying 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
• Leading by example. Utilising previous store management experience to support and develop any new members to elevate the CSC team across the business.
• An example of our values, a trusted and respected colleague
   

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business

About the Company

Our Creative Spirit 

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome. 

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.

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

Everyone is welcome

We are committed to a diverse and inclusive working culture, and we see this as key to our success and our working culture. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all. We are diverse, we are inclusive, we are Selfridges.

The Fun Stuff  

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

• Generous bonus and/or commission scheme 
• Discounted gym memberships 
• Pension contributions  
• Annual travel pass and cycle to work schemes 
• Up to five paid volunteering days
• Access to a wide range of training programmes to help your career development