Clientelling and Service Trainer

Role Responsibility

You will deliver inspiring and impactful clienteling and service development programmes to support the business in achieving its expectations and ambitions to meet customer needs. ​

You’ll work collaboratively to help design and refresh programme content to meet expectations. ​

Your main focus will be to coach clientelling team members and Department manager to help improve individual skills , whist enhancing the customer journey ​

You’ll work closely with Retail and other stakeholders to support clientelling team members to develop their skills through highlighting strengths and areas for development. ​

You’ll collaborate across the team and the business to deliver blended solutions that are aligned to our company values and underpinned by our service expectations. ​

Role requirements: ​

• Input to the smooth planning and coordination of the Clienteling & Service development offer to meet business needs and expectations ​

• Deliver defined clientelling training modules through excellent facilitation ​

• Coaching of individuals and teams in support of clienteling and service expectations ​

• Maximise and promote use of My Workday Learning and use data and insight to drive decision making   ​

• Collaborate within the wider team and with Business stakeholders to deliver seamless, high quality learning experiences in store and face to face (classroom)  ​

• Support the performance management and talent review process, to promote a learning culture ​

• Manage costs effectively and ensure confidentiality is maintained in line with GDPR and compliance requirements

The Ideal Candidate

• Experienced in training exceptional clienteling and service standards  ​

• Experience in improving others through coaching method(s)​

• Experienced in delivering and implementing structured training modules​

• Planned and organised in your approach ​

• Assured in sharing your knowledge and supporting others to learn, promoting a learning culture   ​

• Commercial and business savvy  ​

• Collaborative, engaging and able to influence others    ​

• Confident in sharing and owning feedback across the team and with delegates where relevant  ​

• Self starting with a with a high level of resilience and attention to detail ​

• Able to problem solve to drive results ​

• Expertise in the delivery of clienteling, service, facilitation, planning and maintenance of Learning spaces and methods  ​

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

KPI’s​

Team member engagement / satisfaction rating ​

Team performance (Clientelling KPI’s), LTO and sales growth​

Improved customer satisfaction (NPS)​

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

Rewards and benefits 

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  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• 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… 

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.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

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