Concierge "Butterfly"

London  |  Retail

Role Type
Salary Overview
Competitive Salary
Competitive Salary
Expiry Date
08/12/2022 09:42:00

Working as part of the Store Services team, this role is dedicated to providing a 5* service to our customers. You will provide a memorable and seamless client experience from kerb side and across all touch points within our luxury boutique store. You will embody the Harvey Nichols Brand Values and utilise your extensive brand and product knowledge across all categories stocked within the business. You will demonstrate our commitment to customer through the provision of a superior customer experience for every customer and provide increased support to all departments in store.

Job Objectives

  • To provide customers with a five–star welcome experience
  • To show devotion to customers by providing the highest standards of service at all times both face to face, via the telephone and on email.
  • To demonstrate excellent communication skills and the ability to really understand customer needs, promoting the right products, brands, services and events and making reservations as required.
  • To develop effective relationships quickly with customers and colleagues, to enhance performance and build trust.
  • To confidently and pro-actively provide in-store directions and information about our brands, products and services to enhance the customer experience.
  • To show a passion for our store, it’s products and services and demonstrate a genuine interest in style, beauty, fashion and hospitality
  • To develop and maintain knowledge of the local area and London to be able to inform customers, provide directions and make suggestions where necessary.
  • To act as an ambassador for the store and the Harvey Nichols brand and present a smart, stylish and professional image at all times.
  • To develop and maintain knowledge of the local area and London, to be able to confidently assist clients, provide directions and make suggestions where necessary.
  • To demonstrate a pro-active approach to complaint-handling by calling the relevant manager to manage the complaint with the customer as required, ensuring that communication is maintained with the customer at all times.
  • To maintain a high level of knowledge about the Harvey Nichols Loyalty Programme “Rewards at Harvey Nichols” to be able to answer any questions members or potential members may have.
  • To develop and maintain knowledge of the local area and London, to be able to confidently assist clients, provide directions and make suggestions where necessary.
  • To ensure that effective communication and close liaison is maintained with team colleagues, wider teams across the store
  • To request and collate customer experience feedback and input data on relevant systems.
  • To follow agreed procedures and carry out associated administration to ensure service standards and SLAs are met, whilst ensuring compliance.
  • To ensure personal KPI’s and targets are achieved.

A bit about your experience

  • Customer service and/or concierge experience gained within luxury retail, hospitality, travel or leisure industries
  • Proven ability to work effectively as part of a team
  • PC and iPad literate

A bit about you

  • Excellent interpersonal and communication skills
  • Engaging personality with a genuine interest in people
  • Confident in building rapport quickly
  • Proven team player with the ability to achieve with others
  • Develops and maintains key working relationships.
  • Good attention to detail
  • Positive ‘can do’ attitude with drive and energy
  • Proactive and solutions-orientated with a flexible approach
  • Genuine passion for style, fashion, beauty and luxury hospitality

All your hard work, rewarded

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

  • A unique Learning and Development programme to support your career with us
  • Very generous staff discount plus annual clothing allowance
  • Vouchers or schemes that fit your world from childcare to bike to work
  • Travel card for zones 1 – 6, 80% subsidised (upon passing probation)
  • Charity day to support your good cause

Next Steps...

If you are interested please click below to apply and complete the simple application form, attaching your CV and a cover letter, telling us why you would be perfect for this role.

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