Concierge Consultant - 40 Duke

Selfridges; United Kingdom; On-site; GBP 20,000 - 26,000; Full time

Job summary

Selfridges in the United Kingdom seeks a Concierge Consultant for 40 Duke, blending front-of-house reception with concierge-level service to enhance the client journey.

You will welcome clients, manage check-ins for Personal Shopping, coordinate appointments, handle inbox queries, and support events and partnerships, ensuring a premium, discrete service aligned with Selfridges values.

Qualifications

• Experience in a high-end retail or service environment.
• Excellent verbal and written communication.
• Ability to manage multiple tasks and high-net-worth client expectations.

Responsibilities

• Deliver a warm, genuine welcome to clients and guests, including VIP clientele.
• Manage client check-ins at Personal Shopping and act as a proactive contact for enquiries.
• Manage shared inboxes and phone calls in a timely manner.
• Coordinate Personal Shopping bookings and calendar, and manage referrals.
• Ensure suites standards are maintained and report defects promptly.
• Support in reservations for Food & Beverage areas with operators.
• Manage client requests, referrals from hotel concierges and external partners.
• Provide operational and administrative support including deliveries, dispatch queries, and collections.
• Support events with guest confirmations and on-the-day guest flow.
• Be flexible to work shifts aligned with opening hours and events.

Skills

Interpersonal skills

Client relationship building

Communication skills

Customer service

Organisation

Job description

Concierge Consultant - 40 Duke

Job Introduction

What is the role?

The 40 Duke Concierge Consultant plays a key role in delivering a seamless, elevated client journey by combining Front of House reception responsibilities with concierge-level service. This role acts as a central point of contact for clients, partners and internal teams, ensuring exceptional service delivery, operational excellence, and personalised experiences in line with Selfridges Values.

You will:

Client Experience:

• Deliver a warm, genuine welcome to all clients and guests, including VSP, VVSPs and PS clientele and support high-profile and special occasion visits
• Manage client check ins at Personal Shopping and act as a knowledgeable and proactive point of contact for client enquiries, both in person and remotely

Inbox and Enquiry Management

• Manage and respond to shared inbox enquiries and phone calls in a timely manner
• Handle high volume correspondence during peak trading periods, newsletter launches and events

Appointments, Booking and Standards

• Coordinate Personal Shopping room bookings and appointment calendars as well as manage walk in requests, initial consultations and referrals
• Ensure suite standards are maintained and that any defects or issues are reported to management and resolved promptly
• Support in reservations for the F and B areas collaborating effectively with the operator so the journey for our guests is seamless

Concierge and Partnership Support

• Manage client shopping requests, referrals from hotel concierges and other external partners and any other ad hoc requests with professionalism
• Support partnership initiatives with internal or external brands

Operational and Administrative Support

• Provide operational and administrative support including, coordinating same-day delivery services, dispatch queries and client collections
• Manage product requests, alterations, courier services and shopping deliveries
• Maintaining trackers and completing opening and closing checklists
• Support the delivery of end of day and weekly reporting

Events Support

• Support the events team with administrative tasks such as guest confirmations and communications
• Provide on the day support, such as managing guest flow, to ensure a smooth and premium client experiences
• Be flexible to work shifts aligned with NEW Destination opening hours, and on occasion available to stay until the destination closes, such as to support with events in the space.

How you’ll do it…you will be:

• Warm and approachable, with strong interpersonal skills and a focus on building and growing relationships
• Excellent verbal and written communication and stakeholder management skills, with a collaborative and engaging approach.
• Professional and discrete, with a proven experience working in a customer-facing environment with high-net-worth clients
• Highly organised, efficient, and detail orientated with strong administrative skills
• Adaptable and resourceful, with strong multi-tasking and prioritisation skills
• Proactive and customer focused, looking for ways to elevate the client experience and ensure they receive exceptional customer service

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake and department location, which may change from time to time, according to the needs of the business.

Selfridges