Deputy Head Concierge

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 working remotely 

• 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 the Deputy Head Concierge of Selfridges you will support the Head Concierge by leading the Selfridges Concierge team in providing an elevated and cohesive concierge service that seeks to resolve each and every request - from the simple to the extraordinary – with the same passion and attention to detail that Selfridges is known for across the world. You’ll take pride in what you do and really care about providing an exceptional customer experience..

As a Deputy Head Concierge you will:

• Supporting the Head Concierge, manage the concierge team, plan for the smooth operation of the desk and ensure that all requests are handled in a timely, efficient and professional manner
• Motivate the team to exceed sales targets by developing skills in product knowledge, cross category selling, after sales service and awareness of other services within Selfridges
• Personify the best elements of the role and through leadership and direction to set the standards expected of the Selfridges Concierge Desk
• Manage and lead your team giving regular feedback and coaching. Recognising both talent and development areas, you will create unique plans to progress your team using the tools available
• Identify customer needs and consistently meet these expectations, delivering an extraordinary experience for all customers
• Take ownership of client requests and ensuring that they are followed through to successful completion in a timely manner
• Share expert knowledge and passion of all areas within Selfridges to our customers

The Ideal Candidate

• A great communicator. You will be able to positively engage with all types of customers (domestic and international) with varying needs and requirements
• Well Informed. You can capably answer questions about the entire store, provide restaurant recommendations, local activities and/or attractions, and can provide an appropriate choice of options as well as brief descriptions. You should exhibit local expertise by providing thorough detail and first-hand knowledge and when appropriate, can effectively provide directions and transportation options
• A leader. Motivating and inspiring your team to deliver exceptional service and meet sales targets. You understand the importance of leading by example and provide coaching to drive performance and change
• Adaptable. Prioritising is one of your skills and you know how to keep you team calm and focused in times of change
• Proactive. Planning for the weeks, months and season ahead from floor cover, events, stock and many more, you truly own your business area and take responsibility for ensuring its success
• A problem solver. You’ll go above and beyond to resolve issues for our customers by ascertaining their preferences with a genuine sense of interest and concern for the customer and demonstrating an anticipatory service when appropriate and helpful

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