Deputy Chief Custodian

Job Introduction

A bit about the role

As Deputy Chief Custodian you will be responsible for providing extraordinary customer service to all Safe Deposit customers and visitors by living the Selfridges values and ensuring all customers receive the appropriate welcome and information in a secure and discreet environment.

As Deputy Chief Custodian you will:
• Be responsible for handling safe deposit box visits
• Open new Safe Deposit Box contracts and maintain existing contracts.
• Be responsible for resetting procedures and overseeing safe deposit box contract queries.
• Evaluate issues / requests and act accordingly knowing when to escalate to a member of the management team
• Identify and understand customer needs and consistently meet these expectations and use spontaneity to offer an experience above and beyond
• Immerse in the Selfridges Communities and Networks and embrace and Selfridges values on a daily basis
• Assist with the training and induction of new team members.
• Be aware of all additional services that are on offer and seek to deliver those when appropriate.
• Ensure that all processes and procedures are correctly adhered to, including till procedures: cashing up, refunds and exchanges, security, health and safety.
• Hold team briefings regularly to update on service targets, promotions, company news.
• Adhere to strict compliance policies and procedures to minimise risk to the customer and the business

A bit about you
• Knowledgeable. You will have a good understanding of the Safe Deposit process and be Knowledgeable of our competitors and their policies and services.
• Customer focused. You will have strong customer service skills and always put the customer first gaining trust and loyalty from customers easily
• A proactive team member. You collaborate with the wider team and build relationships quickly and easily
• A great communicator. You can communicate clearly with customers, team members and managers.
• Pacey, positive and flexible. Responsive to business needs, you are happy and comfortable to take responsibility for your tasks
• Committed to Selfridges. Adopting the vision and values for the Flagship store and being aware and proud of the Selfridges environment
• An example of our values, a trusted and respected colleague

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