Luxury Retail Assistant — 5-Star Service & Interiors

Firmdale Hotels; Greater London; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Wagestream access

Health cash plan

Cinema discounts

Gym membership

Free meals on shift

Referral bonus

Flexible scheduling

Dry cleaning discount

Holiday allowance

Season ticket loan

English lessons

Team events

Cycle to work

Volunteer day

Staff discounts

Job summary

Firmdale Hotels in London is seeking a passionate Retail Assistant for the Shop Kit Kemp store at Ham Yard. You will greet clients, deliver a 5-star service and champion British craftsmanship with an eye for detail in a luxury retail setting.

Role requires experience in premium customer service, ability to work Tue-Sat, and flexibility for seasonal events; full-time 40 hours per week, with 9:45am–6:15pm shifts and occasional late-night shopping events.

Qualifications

• Experience within a luxury retail, design or interiors environment would be an advantage.
• Strong customer service and communication skills to provide an exceptional customer experience.
• A brand champion who believes wholeheartedly in the uniqueness of the Kit Kemp brand and products.
• Attention to detail for accurate stock management, inventory control and shop floor presentation.
• Strong organisational and time management skills for handling customer queries and sales targets.
• Ability to handle customer feedback and complaints professionally, with a solution-oriented approach.
• Natural multi-tasker with a can-do, flexible attitude and positive energy.
• Excellent interpersonal skills and the ability to work effectively without constant supervision.
• Your professionalism and proactive attitude will reflect the 5-star standards of the brand.
• Knowledge of health and safety standards and a commitment to maintaining a safe work environment.

Responsibilities

• Deliver a warm, intuitive and seamless 5-star customer experience ensuring every customer feels welcomed, cared for and well-informed.
• Demonstrate exceptional knowledge of all Shop Kit Kemp retail categories, including furniture, home accessories, art, gifting, dining, fragrance and bath & body, as well as customisation services and customer in-store events.
• Actively drive retail performance by confidently recommending products, converting browsing into sales and supporting daily or weekly retail targets.
• Manage furniture consultation bookings by coordinating with our head office team, ensuring the store is prepared for appointments.
• Liaise closely with the head office team to ensure smooth daily operations, regular inventory checks and replenishment orders.
• Coordinate with the Ham Yard Hotel team to ensure guest orders and requests are followed up and implemented promptly.
• Maintain impeccable standards of cleanliness, presentation and organisation across the retail floor and stock hold areas in line with visual merchandising guidelines.
• Ensure customer calls and email enquiries are completed accurately and stored in line with company procedures.
• Support the wider retail and creative teams with operational tasks, stock management, daily checklists and other ad-hoc duties as required.
• Assist within-store events, including setup, hosting and ensuring guests feel supported and engaged.

Skills

Luxury retail

Customer service

Brand champion

Attention to detail

Organisational skills

Multi-tasking

Interpersonal skills

Health & safety awareness

Job description

Firmdale Hotels in London is seeking a passionate Retail Assistant for the Shop Kit Kemp store at Ham Yard. You will greet clients, deliver a 5-star service and champion British craftsmanship with an eye for detail in a luxury retail setting.

Role requires experience in premium customer service, ability to work Tue-Sat, and flexibility for seasonal events; full-time 40 hours per week, with 9:45am–6:15pm shifts and occasional late-night shopping events.