Services Manager - Click & Collect and Tax Refund Lounge

Selfridges & Co
United Kingdom
08 Mar 2018
17 Mar 2018
Contract Type
Full Time

Building on a reputation like no other, Selfridges offers a revolutionary re-imagining of our online service offering a convenient, seamless and secure Click & Collect (C&C) facility for our customers to select and purchase some of the worlds most sought-after fashion, food, home and beauty collections fresh from the runway online for collection directly from their nearest store.

Other Amazing Services include our Tax Refund Lounge where International Customers who live outside the EU can claim back VAT paid on most purchases at Selfridges


By delivering an extraordinary customer experience to our Click & Collect & Tax Refund Lounge Customers you will:

Consistently meet customer needs and expectations and suggest improvements whenever possible

Deliver exceptional customer service tailored to individual needs and offer additional services when appropriate

Respond effectively to customer complaints on the floor

Understand the customer profile

Share and understand department strengths with team and DM

Take part in floor walks with Department Manager, Sales Manager, B&M and VM where necessary

Help set up local events and marketing initiatives during run up to peak activities

You will be a role model for exemplary service and service standards by:

Motivating, inspiring and sharing product knowledge with the wider team through Team Briefs

Support management with team member recruitment, inductions and personal development plans

Coordinate and deliver services training sessions for the team

Support daily line management e.g. follow up of timekeeping issues, as required

You will also:

Check department is legal and compliant - working with Health & Safety to ensure all standards are being met

Collate Customer Feedback for C&C and manage stock levels and transfers


You will be accountable for giving our customers a first-class experience by delivering an impeccable level of service during the Click and Collect & Tax Refund processes, whether that is serving a customer directly or collecting items for them from the Click and Collect Stockroom.

You will exceed customers expectations with great communication skills and building customer relationships while role-modelling the Selfridges Values. You will always need to have up to date and solid knowledge of our products and services for the benefit of our customer all whilst maintaining our high store standards. Youll take pride in what you do and really care about providing an exceptional customer experience


Harry Gordon Selfridge first arrived in London from Chicago in 1906 with his heart set on opening his dream store. With his revolutionary understanding of publicity and the theatre of retail, Selfridges Oxford Street opened its doors for the first time in 1909.

The founders spirit of innovation and creativity lives on through its owners today. Since 2003, W. Galen Weston and his family have owned and operated the business. With the store being named Best Department Store in the World on three consecutive occasions in a row (2010, 2012 & 2014) and most recently being awarded the title of Worlds Best Sustainability Campaign by a Department Store at the Global Department Store Summit 2016, Selfridges today is more than just the sum of its products. It's a shopping experience that promises to surprise, amaze and amuse and to this day, as Harry Gordon Selfridge said, Everyone is welcome.

With our Vision, to be the destination for the most extraordinary customer experience, innovative and iconic ways to make this a reality are never too far away. An exciting investment programme is underway in our

Oxford Street store which has already seen us open the revolutionary Body Studio, earlier this year. A unique concept space presenting over 150 brands and more than 30,000 different styles edited together to transform the way women shop for Bodywear. And it doesnt stop there. In July we opened the first phase of our new Designer Studio, providing customers with cutting-edge and progressive designer fashion in a creative and dynamic environment. In November 2016 we opened phase one of our new Accessories Hall the Northern Hall. The 60,000 sq ft space will be our biggest destination. It also includes a new concept space, personalisation bar and eyewear destination.


Extraordinary experiences are not only for customers, but team members too. We offer all team members the chance to be a part of something unique where they can enjoy careers that provide inspiring experiences, exciting challenges and great benefits.

They also know that Selfridges is committed to developing its talent, which allows for a wide scope of amazing opportunities as the business continues to grow. Whether you are a Values Ambassador, Green Warrior, a member of the Work it Lab or you get your fix for fashion by taking part in our internal shows, there are many ways to show and develop your talent.Living our Values is essential to the way we work day to day, encouraging greater social responsibility amongst our team members. From our Project Ocean campaign to Bright Young Things, we are focused on a long term approach to sustainability by buying better and inspiring change.

This roles key benefits includes 30 days holiday (including bank holidays), encouraging commission schemes, subsidised gym membership offer, season ticket loan, cycle to work scheme, pension contribution and not to mention a generous staff discount! For more information on the full list of benefits we offer, go to the Salary & Benefits page.

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