CHRISTMAS TEMP - In Store Product Specialist - Call Centre - 37.5 hours

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 In Store Product Specialist, you will be the subject matter expert and true ambassador for our exceptional brands housed in our stores. 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 the store, product, latest events, experiences and services. Understanding of our brand’s story and heritage, it is your job, to grow our customer base and business, and in doing so to deliver premium customer service that only Selfridges can offer, whilst maintaining the highest level of retail and professional standards.

As an In Store Product Specialist you will:

• Handle customer calls relating to product and services enquiries in an elevated manner, taking the opportunity to extend the customer journey through opting a customer into our database and suggesting appointments for our customers to further build relationships
• Demonstrate an authentic and passionate understanding of our brands, the product and the competition
• Building relationships is one of your strengths. Whether it’s with your team to drive performance, your brand partners to initiate positive change, or with the wider Selfridges community, you realise the importance on working together and collaborating flexibly as part of a wider team
• You are adaptable. Prioritising is one of your skills, you know how to keep calm and you remain focused on your customer & their individual needs during periods of change and uncertainty
• Interacts and is curious with customers & acts as role model for extraordinary service, you will own the customer experience from the initial query right through to resolution, embodying full customer ownership
• Deliver exceptional service to our customers by sharing product knowledge, creating a memorable experience for our customers
• Known to be a sales and service expert. You’ll use these skills to deliver the extraordinary each and every time and take the initiative to provide additional services where appropriate
• Resolve customer queries 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 to ensure a seamless customer experience and support the broader Services team where required elsewhere within the Store
• Assists customers in a branded, friendly, proactive, and efficient manner with appropriate follow-up as necessary.
• Meets and greets customers if required and provides outstanding customer service to all guests, clients, and visitors of Selfridges.
• Maintains a positive and professional relationship with all brand representatives and Selfridges teams
• Knows all essential aspects of our store’s operations.
• Builds and maintains an extensive knowledge base of product, brands & store services
• Facilitates correspondence with customers: via email, WhatsApp, phone, and in person.
• Flex to the needs and requirements of the business as and when required, resulting in adoption of new activity and ways of working as we continually innovate and expand our Selfridges offering  

The Ideal Candidate

• Have a reliable and professional “can do” attitude
• Strong verbal and written communication skills
• True passion to satisfy the needs of others in a fast-paced environment
• Ability to interact with all customers effectively with tact, diplomacy, and discretion
• Strong follow through skills
• Experience of using various systems within a retail or service environment would be beneficial, for example: Salesforce, Call Handling, Prommt, JRNI & Microsoft Office Software (training available)
• Knowledge of luxury brands and passion/interest in fashion & lifestyle retail is desirable 

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