To be

THE
DESTINATION FOR
THE MOST
EXTRAORDINARY
CUSTOMER
EXPERIENCE
The Selfridges vision

A warm welcome to Selfridges!

Everyone who works here is part of the wider Selfridges family. We want every customer of
every brand to have the same extraordinary experience and YOU play a vital part in
making it happen.

We understand that your brand may have its own vision, values, service standards and
ways of working. Whatever the detail, our shared goal is to give our customers the very best
choice of products and outstanding service.

This guide to Selfridges will help you to understand and deliver the extraordinary
experience we all want our customers to have.

I hope you will keep it as a useful reference and reminder of what we are all here to do
and how we will achieve it together.

Anne Pitcher
Managing Director
CONTENTS
A BRIEF HISTORY OF SELFRIDGES 13
HOW WE WORK 2
OUR VISION 2
OUR PURPOSE 2
OUR VALUES 2
We Own Customer Experience 2
We Lead and Inspire 2
We Take Responsibility and Deliver 2
We Show Respect 2
We Share Our Knowledge 2
YOUR TIME AT SELFRIDGES 3-4
STORE APPROVALS 3
ELIGIBILITY TO WORK HERE 3
GETTING TO KNOW US 3
CUSTOMER SPOTLIGHT 3
TRANSFERRING CONCESSIONS 4
LEAVING US 4
REFER A FRIEND TO WORK HERE 4
PRACTICAL THINGS YOU NEED
TO KNOW COMING TO WORK 5-6
GETTING AND KEEPING THE LOOK 5
Your Appearance and Grooming 5
IDENTIFICATION AND SECURITY 5
ENTERING AND LEAVING OUR BUILDINGS 6
STORE TRADING HOURS 6
PRACTICAL THINGS YOU NEED
TO KNOW AT WORK 7-9
LOCKERS 7
CHANGING 7
SEARCHES 7
REST BREAKS 7
EATING AND DRINKING 7
SHOPPING & RETURNS 8
GETTING INFORMATION
AND HAVING YOUR SAY 8
RETAIL TRUST 9
IMODUS - SERIOUS INCIDENT LINE 9
OUR POLICIES AND PROCEDURES 10-12
ATTENDANCE AT WORK 10
What to do if you are ill 10
TIMEKEEPING 10
MANAGING CONDUCT AND CAPABILITY 10
Reasons Store Approval may be
Permanently Removed 11
ALCOHOL AND DRUGS 11
ABOUT THIS GUIDE Useful contact numbers
Version 1 Numbers for all departments and team
GRIEVANCE 11 From time to time we may review, members with a telephone are listed on the
DIVERSITY 12 revise or replace contents which will intranet and via our till point of sale (PoS)
Unlawful Discrimination 12 be communicated to all those working system.
Protection 12 in Selfridges on notice boards and
in team briefs. Selfridges switchboard 0800 123 400
SELFRIDGES SOCIAL MEDIA POLICY 12-15 From time to time, we may include inserts Payroll Ext 2222 option 4
DEFINITION OF SOCIAL MEDIA 12 with this Guide to notify of forthcoming IS Ext 2222 option 3
YOUR USE OF SOCIAL MEDIA 13 changes. If you use a PC at work, you can Facilities Management Ext 2222 option 2
Personal Use 13 find the latest version on the intranet. Security Ext 4444
Clienteling 13 Please ask your concession manager if you First Aid Ext 3333
Concessions 13 have any questions about information in Retail Trust 0808 801 0808
Social Media Ambassadors 13 this guide or want to check the latest Oxford Street Reception Ext 7777
Other Usage at Work 14 version. HR & Recruitment  Ext 2222 option 4
General Guidelines for Use of Social Media
- Personal and Work Related 14
WHEN IN DOUBT, DO NOT POST! 15 iModus Store/ 0800 221 5777
Discriminatory Action over Building Closure
Social Media Use 15 Speak Up 0800 124 4831
Confidential Helpline
HEALTH AND SAFETY 16-17
EVACUATION PROCEDURES 16
FIRST AID 16
ACCIDENT REPORTING 16
WORKPLACE EQUIPMENT 16
MANUAL HANDLING 17
SMOKING 17
GENERAL NOTE 17
PROFESSIONAL STANDARDS 18-20
FREE MEALS OR DRINKS 18
GIFTS & HOSPITALITY 18
USING COMPUTERS AND TELEPHONES 18
PHYSICAL SECURITY 19
CONFIDENTIALITY 19
COMMUNICATION WITH THE MEDIA 19
DATA PROTECTION 19
OPERATIONAL POLICIES
AND PROCEDURES 20
STOCK ROOMS 20
TAGGING 20
STOCK ENTRY AND EXIT 20
HOW TO FIND US 21-25
LONDON STORE AND HEAD OFFICE 21
LEICESTER OFFICE 22
MANCHESTER EXCHANGE SQUARE STORE 23
MANCHESTER TRAFFORD CENTRE STORE 24
BIRMINGHAM STORE 25
3
EVERYONE IS
WELCOME IN
SELFRIDGES
Harry Gordon Selfridge

Harry Gordon Selfridge opened our Oxford Street store in March 1909.

He was an inspired retailer who, from the start, defied the conventional approach to
retailing and created a different way of shopping from self service and a beauty hall at
the front of the store, to a bargain basement department and annual sales. He believed in
the theatre of retail and surprised, amazed and amused his customers with extraordinary
experiences.

Our vision and continuing great success is built on his philosophy and values.

Today, Selfridges is privately owned by Galen Weston, Chairman of Selfridges Group

Limited, which includes our sister luxury retail companies Brown Thomas in Ireland, Holt
Renfrew in Canada and de Bijenkorf in The Netherlands.

We have five stores in Birmingham, London, Exchange Square and the Trafford Centre in

Manchester and Selfridges.com, a Head Office in Oxford Street and support centre in Leicester.
You can find more information about each of these locations at the back of this guide.

1

HOW WE WORK
OUR VISION IS
To be the To make sure this happens, we work closely
destination for the
most extraordinary
customer We do this through a values-based interview
experience
It focuses us all on WHAT we are here to
achieve every day.
Our purpose and values focus us on HOW
we will achieve our vision.
OUR PURPOSE
We are here to surprise, amaze and amuse
our customers and everyone is welcome.
OUR VALUES
We are a family-owned business. We take
our responsibilities to our wider family
seriously team members, customers,
partners, suppliers and the communities we
serve. We take pride in everything we do.
Our values inspire and inform our relentless
desire to lead and improve, and are
fundamental to the success of our business.
We Own Customer Experience
We Lead and Inspire
We Take Responsibility and Deliver
We Show Respect
We Share Our Knowledge
2 3
YOUR TIME AT SELFRIDGES
STORE APPROVAL
To make the partnership between your
brand and Selfridges a great success, its
vital we have the right people, in the right
place, at the right time.
with our concession partners and approve
their sales people to make sure they are the
right people for Selfridges.
which will be held with one of Selfridges
managers. Responsibility for store approval
rests with Selfridges line managers.
Your store approval can only be fully
confirmed to you when you have
successfully completed this interview
and all aspects of our store induction (see
Getting To Know Us, below) including till (if
relevant) and health and safety training.
Only at this point will your concession
brand be able to make you a formal offer
of employment.
ELIGIBILITY TO WORK HERE
Our concession partners are legally
required to make sure they only employ
people who have the right to work in the
UK.
GETTING TO KNOW US
Your Selfridges store induction on your first
day will help you to understand more
about Selfridges, our values and
procedures; some people may also have
till training. Your concession manager will
confirm your start and store induction date.
If you do not attend the full induction, your
concession will be charged a fee.
More practical information about the
department you will work in will be covered
by your concession manager and
colleagues when you start working in it.
Your first three months at Selfridges is
probationary and, during this time, we will
review your performance with your
concession company.
CUSTOMER SPOTLIGHT
To help us understand what customers feel
about Selfridges, we use a programme
that identifies, prioritises and determines the
impact of drivers of customer satisfaction.
Customer Spotlight is a customer
experience programme, able to measure
our 3 Ps People, Product and Place.
What you need to know
The process in brief:
Any customer can leave feedback
about the service they received
The receipt gives the customer the
website address selfridges.com/
spotlight where they can complete
the Spotlight Survey and tell us what
they think
Customers automatically enter a draw
to win various prizes
After they submit the survey we get
notified about the results through an
alert system
Regular reporting of results takes place
once a month
The survey contains the following headers
and there are different versions for Food
and Restaurants.
Team Members Connect
Team Members Engage
Look & Feel of Department
Product Offering
Pricing
Team Members Conclude
Department CSI (Overall Satisfaction)
Your concession company may also have
a service proposition. It is important that you
deliver a standard of service that meets
both their requirements and our
expectations.
TRANSFERRING TO ANOTHER CONCESSION
If you wish to work for another concession in Selfridges, you may have to leave the store for
a minimum of three months before transferring. Your store approval may be turned down if
you do not. Exceptions to this three month period may apply if you have been offered a
promotion. If the period you are away from the store is over six months, you will have to
attend induction again.
LEAVING US
Concession managers must tell us when anyone resigns. You must return your badge
and ID card to your concession manager on your last day of work in Selfridges.
REFER A FRIEND TO WORK HERE
If you know someone who has what it takes to work for Selfridges, you can recommend
them for a job. If could be a friend, family member, ex-colleague or simply someone
who reflects our people values.
If you recommend someone, and we offer them a job, you could earn a Selfridges Gift
Card valued between 150 and 500 as a thank you. Some exclusions apply, so ask your
manager for more details.
4 5
PRACTICAL THINGS YOU NEED TO KNOW COMING TO WORK
GETTING AND KEEPING THE LOOK
We are a fashion business and, wherever possible, we should reflect that in what we wear.
If you work in a customer-facing role, its important to promote the brand for your area.
Your concession manager can advise you further.
Your appearance and grooming
We must all present a professional image at all times. You should follow our basic standards
of appearance and grooming below:
Wear your name badge in a visible position on the left side of your chest at all times
and keep it in good condition
Wear clean clothing which is in good condition no rips, tears or holes
Have clean, neat hair and nails
Make sure any jewellery is discreet and business-like reflecting the area you work
in (for hygiene reasons facial piercings may not be worn in certain areas)
Do not wear open toed sandals/exposed footwear if you work in operational
departments
Do not wear strapless or thin strapped dresses and tops, mini skirts and shorts, and
clothing that exposes your midriff if its suitable for the beach, it isnt suitable for work
Your underwear must not be visible
You must not wear merchandise taken directly from the shop floor or stockroom. If you have
been provided with a new uniform you must take it out of the building with appropriate
paperwork before you wear it (see page 15). Your manager can provide further information
about this procedure.
Our people are as diverse as our customer base. Aside from the basic requirements on
appearance, there are specific requirements for different departments. Your concession
manager can advise you about specific details of the dress code for the department you
work in.
IDENTIFICATION AND SECURITY
You should carry your security identification card at all times at work. You may be asked
to show it at any time and you will need it to get through the access controlled doors.
If you lose or damage your security card you will need to pay for a replacement.
ENTERING AND LEAVING OUR BUILDINGS PRACTICAL THINGS YOU NEED TO KNOW AT WORK
On days you are working you must always enter and leave the building by the
Team & Visitor entrance/exit. This includes breaks. LOCKERS
We try to provide lockers for everyone who
If you have bought goods in store on a day you are working, you will need to show works on the shop floor and in non-office
them, along with the receipts, to a security guard before you leave the building. based back-of-house areas. People who
The security guard will check the item(s) and the receipt(s) to confirm you can take work in offices and some back of house
your shopping out of the building. When taking stock out of the building you will need areas have lockable desk drawers.
to show a valid same day receipt or no charge docket (no charge docket is only
required if no same day receipt). You must take responsibility for keeping
your personal items securely in your locker
If you come in store to shop on a day off or outside your working hours, you can enter and or desk. For hygiene reasons you must not
leave by customer doors but you must not visit any back of house area. If you intend to visit store food in your locker or desk overnight.
a back of house area, you must enter and leave by the Team & Visitor Entrance as you
would on a working day. Do not store items purchased from
Selfridges in a locker without a receipt.
Security of our people and stock is vital. If you dont follow these guidelines you will
be in breach of security, which could lead to further investigation and possible removal You must not carry or store personal
of your store approval. belongings on the shop floor or stockroom
at any time; this includes money, gift cards,
Please check local arrangements for entering and exiting our buildings as these credit or store cards, mobile telephone,
arrangements vary from time to time and between stores. mp3 or gaming device. If you dont follow
this rule, we could inform your concession
manager for appropriate action to
STORE TRADING HOURS be taken.
General store opening hours change depending on the time of the year, due to
promotional periods and seasonal demands. Please seek advice from your Manager. We recommend that you do not bring
valuable personal items, or large amounts
C
 hanges in opening times are communicated in the store newsletter, in briefs or on of cash, to work.
notice boards. This information is also available to customers at information desks,
at Selfridges.com and via the Selfridges switchboard Selfridges does not accept any liability
for loss or damage to personal possessions.
Our stores do not open to customers on Easter Sunday and Christmas Day.
However you may be required to work on one of these days CHANGING
If you need to change your clothes at work,
The website trades 365 days per year
because you wear a uniform or for a social
Concessions operate under the same trading hours as the store and open to occasion, please respect other people and
accommodate any extended trading hours that Selfridges has in place protect your privacy by using an
appropriate private space not open
locker areas. (Please note: there is CCTV in
many locker areas to protect your security).
SEARCHES
Selfridges reserves the right to carry out
random searches of outer clothing, bags,
desk areas, lockers and vehicles of
concession team members.
6 7
REST BREAKS
The number and timings of your rest breaks
depends on the hours you work.
Your concession manager will confirm
what breaks you are entitled to.
If you are under 18 different rules apply so
please ask your concession manager.
We are a customer focused business and
all need to be flexible regarding breaks.
Please speak to your concession manager
if you have specific requirements regarding
rest periods for medical or religious reasons.
EATING AND DRINKING
Our buildings have restaurant facilities or
designated rest areas for you, and official
visitors, to use during breaks. You may not
take customers, friends or relatives to
these areas.
Please note that you should never take
or consume food or drink on the shop floor
(except to take it from the Locker Area
to Meet+Eat in London).
You are welcome to use any of our in-store
eateries during your breaks or out of work
hours, although we would ask that you
avoid peak trading times. When eating
in a customer-facing caf, bar or restaurant,
please take off your name badge and
cover up your uniform, if you wear one. You
must pay for all food and drink in any of our
eateries at the time of consumption.
Please remember: if you dine in a Selfridges
eatery on a break, you are a representative
of the company and should live our values.
SHOPPING & RETURNS
We welcome you as a customer to shop in
our stores and online but ask you to adhere
to the following:
You may shop during your breaks, before
starting and after finishing work (if the
store is open) and on your days off
You must not give discount to customers
without permission from the appropriate
manager
You must not process purchases for achieved, what you need to achieve that
yourself, family or friends
You must not reserve stock with a view
to purchasing it at a reduced price.
Sale stock and full priced items may
be placed on hold for purchase later
that day only
You must not purchase damaged
stock at reduced prices
When you buy something in store you must:
Tell the Sales Associate you are a Good Morning Selfridges regular
Selfridges concession team member
Show your ID card or give your
ID number
Keep the Employee Sales receipt with recognising our best people
your purchase to show Security when Curtains Up our annual start-of-year
you leave the building
If you own a Creation Card and would like
to refund an item bought on this card, you
must use the same card that was used for
the original transaction.
If you want to return a purchase made using
cash, debit or other credit cards you may
exchange goods or get a refund in
accordance with Selfridges refund policy
displayed at counters. The refund or
exchange should be in the same department
you made the original purchase.
GETTING INFORMATION
AND HAVING YOUR SAY
Our success depends on having a good
flow of timely and accurate information and
effective two-way communication between
departments and each other - which we
call: working as one.
8 9
We work on the principle that the most
effective way to communicate is face-to-
face. So, we expect that about 80% of the
information you receive will be from your
manager, the other 20% will be through our
company communication channels.
If you work in the store, your manager
should hold a Daily Brief for the whole team
focussing on what your team has
day, product updates, a reminder of whats
on and to celebrate success.
Our company communication channels
include:
So Selfridges News - weekly or fortnightly
newsletters in every location
SoTV screens and noticeboards
displaying information about whats in,
whats on and whats new
events in each of our stores, staged
before opening time, featuring major
customer campaigns and events and
event and cascade to focus everyone in
the business on our targets and plans.
Curtains Up on Destination Christmas
staged in October to focus everyone on
the most important trading months of
the year
Good communications is not just about
giving you information. We also want to
hear your views, ideas and suggestions. This
is why we expect your manager to take the
lead in two-way communications, including
during daily or weekly team briefings and
meetings.
We also have more formal ways of listening,
including:
An annual opinion survey - your chance
to give your feedback on the company,
your job, your manager and
working here
Listening groups ad-hoc meetings
to get your view and thoughts on
a specific topic
Ambassadors, champions and IMODUS - SERIOUS INCIDENT LINE
representatives - often recruited from If a major incident occurs resulting in parts
teams to help us develop, deliver - or all - of a Selfridges store/building having
and embed major projects to be closed and you are sent home, you
The future will be digital but face-to- should telephone the following number for
face will always remain the best way regular updates and instructions on when to
to communicate! return: 0800 221 5777.
RETAIL TRUST You may wish to put this number in to your
Retail Trust is a National Retail Charity which mobile phonebook. Remember - this
provides support and assistance to people number will only be activated in the event
working in, or retired from the Retail industry. of a major incident causing the closure
There is a two year service requirement to of one of our stores/building.
access the service.
Concession team members and their
families can call Retail Trusts confidential
helpline which is open 24/7 on
0808 801 0808 to gain access to a number
of benefits:
Advice and support on a range of issues
for example relationship and/or
emotional problems, financial difficulties
and employment concerns
Free counselling up to a specified
number of sessions
Free legal helpline 1 free call for up
to an hour
Financial assistance
You can also access the above benefits
by emailing helpline@retailtrust.org.uk
or texting 88010.
OUR POLICIES AND PROCEDURES
This section gives you a summary
of our policies and procedures.
Policies help us live our values and run
the business smoothly and efficiently.
Some of them make sure we obey the law. If you:
Others are to make sure we live our values, Are not at your designated work area,
behave in a way thats acceptable to
others and to the company. Not following
some of them could lead to removal of
your store approval.
You are expected to adhere to these
policies, whilst also working in accordance
with your own Companys policy and
procedures. If you have any questions
please ask your concession manager.
ATTENDANCE AT WORK
We recognise that, from time to time, you
may be off work because youre ill.
What to do if you are ill
If you are unable to come to work you must
call your concession manager at least one
hour before you are due to start.
You must make this call personally unless it
is physically impossible to do so.
If your manager is not available,
please speak to another manager.
Do not email, text or leave messages with
other team members.
Your manager will ask you to tell us the
reasons why you cant come to work and to
give an idea of when you expect to return.
You must keep in regular contact with your
concession manager, even if you are going
to be off work for a long time.
If you are off work for more than seven
days, you will need to send your manager
a doctors certificate, which states the
reasons for your absence and how long
it is likely to last.
10
TIMEKEEPING
Good time keeping is essential to deliver
an excellent customer experience, live our
values and build good working relationships
with colleagues.
ready to work at the start of your working
day or following a rest break, we will
treat this as lateness and feedback to
your concession company
Are going to be late for work, you must
contact your manager immediately; tell
him/her why you will be late and what
time you expect to arrive at work; please
report to your manager when you arrive
in your department
Are persistently late, we will refer the
matter to your concession manager,
which could lead to disciplinary action
via your company procedure
Lateness impacts on the whole of the team
and your concession may take appropriate
action to resolve persistent lateness through
your companys disciplinary procedure.
MANAGING CONDUCT AND CAPABILITY
When a concession team members
conduct/behaviour or performance needs
to improve, Selfridges will refer the matter to
the concession company, who may follow
their own procedures. This would usually be
for concerns of a more minor nature.
If necessary, Selfridges may remove store
approval on a temporary or permanent
basis.
If store approval is removed the concession
member is no longer approved to work in
any Selfridges store. Your company may
also wish to take action in line with their own
disciplinary procedures.
Reasons store approval may be removed
To allow a thorough investigation to be
conducted by Selfridges and your
employer, and for a decision to be
made regarding disciplinary action
A decision may be made to
permanently remove store approval
where there has been a serious case
of misconduct, for example in the case
of gross misconduct
If this happens the concession employee
will no longer be able to work in any
Selfridges store. Some examples of this type
of misconduct are as follows:
Theft or attempted theft
Deliberate breach of Selfridges cash
handling procedures
Assault or attempted assault of fellow
team members, managers or customers
Deliberate neglect or damage or abuse
of company property
Incapability through alcohol
Possession/consumption of illegal drugs
on company premises
Gross insubordination
Swearing or the use of offensive,
threatening or abusive language in
a customer facing environment
Discrimination, victimisation or
harassment on the grounds of race, sex,
disability, religion, sexual orientation
or age
Serious contravention of health and
safety and/or food hygiene regulations
Criminal acts which occur outside
Selfridges but are relevant to your work
at Selfridges
Failure to provide information or
providing false or misleading information
during your store approval, including
failure to disclose unspent criminal
convictions
Unauthorised entry or attempted access
to Selfridges computer records
Fraud and deliberate falsification
of company documentation, major
disruption to the business due to loss or
replacement of equipment, keys,
documents, goods or cash
Working illegally i.e. without the correct
documentation as proof of right to work
Serious breach of company procedures
leading to a loss of trust and faith
Possession, display or circulation of
obscene or pornographic material
Misuse of Selfridges email or the internet
Unauthorised purchasing from suppliers
e.g. for personal gain
Sexual activity in the workplace
Smoking in a non-designated area
Unauthorised possession or
misappropriation of company, customer
or colleagues funds or property
Any act which severely affects Selfridges
business interests
Gross negligence
Continued absence with failure to notify
management of absence (AWOL)
This list is not exhaustive.
ALCOHOL AND DRUGS
As a company, we endeavour to ensure that
a team members use of alcohol and drugs
does not impact on the health and safety of
themselves or other team members, the
service offered to our customers and the
efficient running of the business. Alcohol is
prohibited in areas where there is a risk to
health and safety or to the public. Any
concession team members considered to
be under the influence of alcohol or drugs
whilst at work may have their store approval
temporarily removed to allow their
employer to investigate and potentially take
disciplinary action. Selfridges may in
certain circumstances withdraw store
approval on a permanent basis.
GRIEVANCE
In the event that you are dissatisfied with
work for whatever reason, you should in
the first instance speak to your direct line
manager or refer to your companys
grievance policy and procedure.
Depending on the nature of your issues
and where it is appropriate to do so,
Selfridges will work with your company
to resolve matters.
11
DIVERSITY SELFRIDGES SOCIAL YOUR USE OF SOCIAL MEDIA Clienteling
We believe that diversity is about valuing In the event that you are given authorisation
MEDIA POLICY
and taking account of peoples different Personal Use by a Sales Manager to use a personal
backgrounds, knowledge, skills, and We know that many of you will use social social media account for clienteling
We recognise and respect that many of
experiences, and encouraging and using media in a personal capacity. Whilst you purposes, you may request or accept
you will use social media as a means of
those differences to create a productive are not acting on behalf of Selfridges when friend/networking requests from customers.
communicating with friends and family,
and effective workforce. you are using it in a personal capacity, you An exception to this is for customers that are
to talk about your life and interests and
should be aware that there can be under the age of eighteen, which should
to network, both socially and professionally.
Everyone is welcome to our stores situations where you may potentially not be requested or accepted.
and offices. damage Selfridges if you are recognised as
Social media platforms also open up new
being one of our team members. For You should bear in mind that where you are
and exciting opportunities for Selfridges to
You can expect to be treated fairly example, if you make negative comments granting customers access to your personal
engage with our customers, create PR
and with respect, in line with our values. or jokes in bad taste, this could reflect badly content, it is your responsibility to ensure
opportunities and as a tool to source
on Selfridges and could cause upset to that content is appropriate for customers to
new team members.
Unlawful Discrimination customers, fellow team members or view. It is important that you also adhere to
A number of personal characteristics are suppliers. You should read our general the guidelines set out within this policy.
However it is important to highlight that
covered by discrimination law to give guidelines in section 4 below carefully.
even the most casual comments about
people protection against being treated Concessions
our brand can affect our business. We want
unfairly. The protected characteristics race If you are directly employed by Selfridges It may be that you represent your
you to have fun, but to use sound
(which includes colour, nationality and (rather than a concession team member, concessions social media activities by
judgement and common sense when using
ethnic or national origins), disability, gender contractor, consultant, agency worked, managing or contributing to a company
social media and also to show respect.
reassignment, sex, marriage and civil intern or casual worker), you are allowed to social media account. In this event, you
partnership, pregnancy and maternity, say you work for us and we recognise that it must be given authorisation to manage/
This policy is in place to minimise the risks
religion and belief, sexual orientation is natural for you to sometimes want to talk contribute to a Selfridges based concession
to our business through the use of social
and age. about your work on social media. account by the Selfridges Social Media
media. It applies to the use of social media
team.
for business purposes as well as personal
We will not tolerate unlawful and unfair Your personal online profile:
use that may affect our business in any way.
discrimination whether it be direct, Should not include the Selfridges brand If this applies to you, you must ensure
It applies to all team members who are
indirect, harassment or victimisation. in your profile name i.e. @John_ you adhere to the Selfridges policy
employed by Selfridges and all concession
You will learn more about this topic on Selfridges and guidelines in this document.
team members, contractors, consultants,
your induction. Should not use or be linked to your
agency workers, interns and casual
Selfridges email address Social Media Ambassadors
workers.
Protection If you disclose your affiliation with us on If you are one of our designated Social
If you feel you have been unlawfully your profile or in any postings, you must Media Ambassadors, you must ensure you
DEFINITION OF SOCIAL MEDIA
discriminated against or you witness any state that your views do not represent adhere to the guidelines set out within this
Social media is a type of interactive online
undesirable behaviour, you should talk to those of Selfridges and should make it policy and the training that will be provided
media that allows parties to communicate
your direct line manager or refer to your clear in your postings, or in your to you.
instantly with each other or to share data/
companys related policies and personal profile, that you are speaking
information publicly. Examples of this
procedures. Where it is appropriate to do on your own behalf In addition, you will receive a role guide
include but are not limited to Twitter,
so, Selfridges will work with your company You should write in the first person to support you as an ambassador.
Linkedin and Facebook. Further examples
to resolve matters. and use a personal e-mail address
include blogs, video and image sharing
Selfridges Approved Brand Accounts
websites such as Pinterest, Instagram and
You should be aware that if you act in In general, you should not consider online It may be that you represent the
YouTube.
breach of our principles, your store comments and postings to be private, Companys social media activities by
approval may be removed. regardless of the security settings on any managing or contributing to a company
Social media is constantly evolving and
social media accounts. Everything that is social media account. If this applies to you,
there are many more examples than can
published could potentially be read by you must ensure you adhere to the
be listed here. You should follow these
fellow team members, customers, suppliers, guidelines set out within this policy.
guidelines in relation to any social media
competitors and the general public.
that you use.

12 13
Other Usage at Work
There may be other occasions where we
encourage our team members to make
reasonable and appropriate use of social
media platforms as part their work. If this
applies to you, you should adhere to the
guidelines in this policy.
Please be aware that there are some
additional communication guidelines you
will need to adhere to that sit outside this
policy and depend on your type of social
media use. These can be accessed by
following the hyperlinks contained within
the online version of this policy which can
be found on the HR page of the intranet. If
you do not have access to the intranet,
please ask your manager for this
information.
General Guidelines for Use of Social
Media Personal and Work Related
Any communications that you make
through social media, whether it be in a
personal or professional capacity, must:
N
ot do anything directly or indirectly
that potentially brings us into disrepute
or damages our business interests or
breaches confidentiality, for example
by:
-- Disclosing any information about our
customers (including any well known
media personalities or VIP
customers) or their shopping
experience (unless you are
specifically required to do so as part
of your role)
-- Commenting on or announcing
in-store incidents or security alerts;
-- Criticising or making derogatory or
defamatory comments about us, our
products, customers, team members,
concession partners, suppliers,
competitors or any other companies
-- Posting images that are
inappropriate or links to
inappropriate content, for example
content that is offensive
or discriminatory
-- Revealing sensitive business-related
information, such as our financial
14
information, trade secrets,
confidential information or
intellectual property
-- Giving away confidential information
about an individual (such as a
colleague or customer) or company
(such as a concession partner).
Confidential information means any
information that is not in the public
domain and which relates to the
affairs of the company or any of its
business contacts (including
customers)
-- Discussing our internal workings
(such as future business plans that
have not yet been communicated to
the public, e.g. a future sale).
Respect the intellectual property rights
of third parties and use this fairly, for
example:
-- When posting, be respectful of the
copyright, trademarks and design
rights of others, including our brands
and partners. Remember that these
rights can exist in not only a
companys logo or name, but also in
the images that they use as part of
their own marketing campaigns
-- If you are using another partys
content (whether that be text or an
image), give credit where credit is
due. Make sure that they are
credited in your post and dont claim
authorship of something that is not
yours
-- Do not post or refer to any
information that you know (or
suspect) is confidential or private
-- Not do anything that could be
considered discriminatory against,
or bullying or harassment of, any
individual associated with us, for
example by:
-- Making offensive or derogatory
comments, including comments
relating to sex, gender reassignment,
race (including nationality), disability,
sexual orientation, marital or civil
partnership status, religion or age
-- sing social media to bully an
U
individual associated with us
-- Posting images that are
discriminatory or offensive or links
to such content.
The above examples are not exhaustive.
You should ensure you act in line with our
company value We Show Respect when
engaging in any social media activity. If
you are involved in any online discussion
that starts to become derogatory or
defamatory, you should remove your own
comments or postings. If we ask you to
remove any content that we consider to be
in breach of this policy, you will be required
to do so at the earliest opportunity.
WHEN IN DOUBT, DO NOT POST!
Disciplinary Action Over Social
Media Use
If you are not directly employed by
Selfridges, (e.g. concession team member,
contractor, consultant, agency worked,
intern or casual worker), you should be
aware that:
Breaches of this policy; and/or
Your failure to comply with our request
to remove social media content that we
consider to be a breach of this policy
may lead to your store approval being
removed or the termination of
contractual relations
15
HEALTH AND SAFETY
We will provide and maintain a safe and
healthy working environment along with
adequate welfare facilities.
We expect you to take reasonable care for
your personal health and safety, and the
health and safety of others at work.
It is a legal requirement that you report
anything which is unsafe or potentially
unsafe to a Department Manager.
Appropriate training on health and safety
is included as part of your induction. You
should:
Not use any equipment unless you have
received appropriate training from your
employer
Challenge fellow team members who
do not follow health and safety
procedures or tell a Department
Manager
Always wear protective clothing and use
appropriate equipment where provided
Not use equipment you feel is unsafe
EVACUATION PROCEDURES
The evacuation procedure for your store
is included as part of your induction, and
during your first three months a Selfridges
manger will provide you with the specific
evacuation procedures for your
department. Ensure you are familiar with
the layout of your local area as this can
change. Never block fire exits.
Should an incident occur you will hear a
recorded message directing you what
action to take, please remember:
Act immediately, all messages should
be assumed to be a real emergency
Customers first - assist in directing them
out of the affected area
Do not stop to collect personal
belongings
Act swiftly, and without panic
Make your way immediately to the
assembly point (see below for your
assembly point)
16
FIRST AID
We will provide trained first aiders to deal
with accidents and injuries at work. You can
find a list of first aiders on the Health and
Safety page of the intranet or notice
boards. A first aider can be contacted on
extension 3333.
Regular First Aid at Work training is held by
the Selfridges Health and Safety team. We
train Selfridges and concession team
members. If you are interested in becoming
a first aider please contact the Health and
Safety team or look out for posters
advertising future training days.
ACCIDENT REPORTING
It is a legal requirement that we report all
accidents, even when first aid treatment is
not required. Selfridges policy is to
investigate all accidents to try and prevent
them from reoccurring. Accidents involving
yourself, fellow team members, Selfridges
team members, other concession partners,
contractors or customers must be reported
to a Selfridges Manager who will complete
an accident report form.
Please be aware that your employer may
also have their own accident reporting
procedure that you will be required
to follow.
WORKPLACE EQUIPMENT
All equipment must be used in accordance
with the training you will receive from your
employer you must ensure that you
receive training that covers workplace
equipment to include the areas below.
Please also remember the following:
Use safety knives instead of blades/
scissors when opening boxes
No electrical equipment must be
brought in from home
Use ladders correctly. Do not use
ladders that are damaged or do not
have a ladder tag
Wear appropriate footwear
MANUAL HANDLING GENERAL NOTE
If manual handling tasks are part of your Following health and safety standards is
role, you should ensure you receive training extremely important. Not following them
from your employer. The Selfridges Health may be treated as serious disciplinary
and Safety team also provide training, issues by your employer and could result in
please contact them if you wish to book you losing your job. Irrespective of any
a place on a course. Remember to always action your employer takes, Selfridges may
ask for assistance when moving heavy remove your store approval in the event
loads. that you do not follow our health and safety
standards.
SMOKING
In line with our legal obligations under the If you are concerned about health and
Health Act 2006, we do not allow smoking in safety issues please discuss them with your
any of our buildings. If you wish to smoke manager or the Health and Safety team
during a designated break or before or at healthandsafety@selfridges.co.uk
after work, you will have to do so outside
the building. This must be well away from
the building and you must take off your
name badge and ID card. We do not
provide bins for cigarette litter you must
use the bins provided by the local council.
Although e-cigarettes fall outside of the
scope of smoke-free legislation, we have
made a policy decision to prohibit their use
in the workplace. E-cigarettes are battery-
powered products that release a visible
vapour that contains liquid nicotine that is
inhaled by the user. Our reasons for
prohibiting their use are:
Although they do not produce smoke,
e-cigarettes produce a vapour that
could provide an annoyance or health
risk to other team members
Some e-cigarette models can,
particularly from a distance, look like
real cigarettes and may create an
impression for visitors, customers and
other team members that it is
acceptable to smoke
You may be breaking the law if you dont
follow this policy.
If you see, smell or suspect someone
of smoking in the building, report it to
a manager.
17
PROFESSIONAL STANDARDS
Our reputation depends on the behaviour of our people and business partners. This policy
outlines the basic standards of professional behaviour we expect. It does not cover every
situation ask your concession manager for further advice.
FREE MEALS OR DRINKS
You must not accept free meals or drinks from a manager or colleague in any restaurant
in Selfridges, including Meet+Eat.
This does not apply to menu presentations or sampling, which may form part of your role
if you work within food and restaurant departments. All menu presentations will take place
either back-of-house or outside service hours.
GIFTS & HOSPITALITY
We run our business with integrity. All of us must work together to ensure that Selfridges
remains untainted by any form of bribery or corruption.
We want to ensure that any legitimate expenditure or gifts received are recorded and do
not improperly affect the outcome of any purchasing, procurement, planning decision or
any other business transaction that Selfridges enters in to.
Everyone who works on Selfridges premises has a responsibility to speak out if they suspect
corruption or are aware of any gift or hospitality or internship that is in breach of the above.
Any concern in respect of such a breach must be reported to your direct line manager or
to Selfridges Company Secretary. If for any reason you cannot do this, please report it
through the Speak Up confidential helpline on 0800 124 4831.
If you receive any gifts or hospitality please refer to your concessions policy.
USING COMPUTERS AND TELEPHONES
Our telephones are for business use only. Private incoming or outgoing calls tie up phone
lines and have an adverse affect on customer service levels. You should only make them
in an emergency or with your concession managers approval.
The IT and telephone systems are the property of Selfridges Retail Limited and we reserve
the right to monitor their use in accordance with current legislation.
So, communications sent or received via Selfridges systems cannot be considered private
and may be subject to routine monitoring. We may also remove, or require the immediate
removal of, any material that is considered to be inappropriate.
User ID and passwords
If you use a computer, you should change your password regularly to make sure
information is kept secure.
Internet access
Internet access is given to people who need it for their work. You should not use
the internet unless you are authorised or for excessive periods.
18
PHYSICAL SECURITY
To maintain the security of our business premises (and therefore help prevent the theft
of computer hardware and/or loss of information), you must:
Ensure that where you invite individuals on to company premises, it is for valid
business reasons
Wear (or carry) your company ID card (where issued) at all times
Register all visitors at Reception and meet and escort them through sensitive
business areas
We would also ask for your support to be vigilant and to watch out for unauthorised
individuals attempting to tailgate you in to any secure areas.
We will use appropriate systems to monitor physical access to its buildings and premises;
these may include but are not limited to:
CCTV at all access points and sensitive areas
Card access control readers, swipe card readers at ingress/egress (entrances) points
Written record logs of access to premises and facilities within them
Monitoring conducted will be in accordance with the Regulations of Investigatory Powers
Act 2000.
CONFIDENTIALITY
You must not disclose any confidential information to colleagues or a third party
under any circumstances. Any breach of confidentiality may result in the removal
of your store approval.
COMMUNICATION WITH THE MEDIA
If you get an enquiry from the media, you must tell the Selfridges Press Office immediately.
You must not discuss Selfridges with the media without the permission of the Press Office.
DATA PROTECTION
You have a responsibility to ensure that personal data is processed in accordance with the
requirements of the Data Protection Act 1998.
Most of the personal data that we store, either electronically or in a structured filing system
will be covered by the Data Protection Act. The Act requires us to follow eight Data
Protection Principles regarding personal data:
I t must be processed fairly and lawfully and only if certain conditions are met
It must be obtained only for specified and lawful purposes and not processed in a way
that is incompatible with these
It must be adequate, relevant and not excessive in relation to these purposes
It must be accurate, and where necessary, kept up-to-date
It must be kept no longer than necessary for the purposes for which it was processed
It must be processed in accordance with the individuals rights
It must be protected against unauthorised or unlawful processing and accidental loss,
destruction or damage
It must not be transferred to other countries unless they ensure an adequate level
of protection
19
DATA PROTECTION HOW TO FIND US
If you wish to develop a database within Selfridges which will contain any personal data,
you must give prior notification to the Company Secretary who is the data protection LONDON STORE AND HEAD OFFICE
officer for Selfridges. Selfridges, 400 Oxford Street, London W1A 1AB

The Data Protection Act also refers specifically to sensitive personal data: examples of
such information include a persons health, race, religious beliefs, political opinions, trade
union membership, sexual life, any criminal convictions or proceedings. It needs to be
treated with greater care than other personal data. In particular, if you are processing
(note that this is defined very broadly and can include holding, using, storing, even
deleting) sensitive personal data you need to not only comply with the eight data
protection principles above, but you also need to have the persons consent or be able
to demonstrate that the processing is necessary (legally, medically, or to safeguard
someones health and wellbeing).
Switchboard number 0800 123 400
Our London store and Head Office are in the same building.
Team entrances
There are two non-customer entrances to the building: one for team members and visitors,
the other for building and maintenance contractors working in the store.
2 Edwards Mews is the team member and visitor entrance and exit, located at
the back of the building, off Duke Street
38 Duke Street is the entrance for building and maintenance contractors and couriers

Transport links
As an example, if you email a group of customers, you should always use the Bcc option
Most mainline stations (including Euston for Birmingham and Manchester and Kings
as customers should never be in a position to see each others email addresses and any
Cross St Pancras for Leicester) are just a short Underground ride to the store
other personal information as part of any communication sent by Selfridges or
The nearest Underground station is Bond Street (Jubilee and Central lines) less than five
Concession team members. The Data Protection Act applies to so many scenarios, it is
minutes walk away. Oxford Circus and Marble Arch stations are also close by
impossible to list them all here. However, thinking about the above principles when using
If you are trying to find us and are using a GPS device, or an online mapping program
customer data should avoid any problems arising and if in doubt, ask your line manager.
via Google, MSN or another similar device you will need to use the following address:
Selfridges legal team is always happy to advise if you are unsure what to do.
40 Duke Street, London W1U 1AT
OPERATIONAL POLICIES AND PROCEDURES Road map showing the London store and Head Office

STOCKROOMS
All stockrooms without exception need to be maintained in an organised and safe manner, MORE
STRE
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WIG
adhering to Health & Safety guidelines. Ladders must be used when accessing stock on
higher shelves. Food & drink is not allowed in the stockrooms, neither are personal possessions. EDWA
RDS MEW
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In some stockrooms PCs, faxes & phones may be allowed by prior agreement with Selfridges.

JAM
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All products on the shop floor and in stock rooms must have security tags attached. Please OXFO
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ensure all items are tagged upon receipt of deliveries. Security tags are provided by Selfridges
MARKS & SPENCER

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from our Distribution Centre. Please contact your areas Sales Manager to find out more
ET
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about making tags available to you. MARBLE
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Concession stock taken out of the building (i.e. uniform, stock being transferred to another

N AU

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branch etc) can only leave if accompanied by the full stock details listed on concession

REE
T
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headed paper, dated and signed by both the concession manager and a Selfridges

ET
Department Manager. Stock can only be removed on the same day as the date on this
document. Stock may be brought into the building via the loading bay. Please speak to
your concession manager for further details on receiving stock into your concession. No
charge dockets are not used for concession team members. HYDE
PARK

GROSVENOR
SQUARE
EMBASSY OF
THE UNITED STATES
OF AMERICA

20 21
LEICESTER OFFICE MANCHESTER EXCHANGE SQUARE STORE
Selfridges, Enterprise House, Sunningdale Business Park, Sunningdale Road, Selfridges, 1 Exchange Square, Manchester, M3 1BD
Leicester, LE3 1UR
Switchboard number 0800 123 400
Switchboard number 0800 123 400
Team entrance
Team entrances The entrance is shared with Marks & Spencer in Cross Street, directly opposite WHSmith
The entrance for team members is at the side of the building. People who work there can Press the intercom button on the wall to the left of the door and ask for
use this entrance by swiping their ID card and taking the lift or stairs to our offices on the Selfridges reception
2nd and 3rd floors
Other Selfridges people should use the visitors entrance at the front of Enterprise House Transport links
The store is a 10-15 minutes walk along Corporation Street from Piccadilly station
Transport links (Exchange Square is sign-posted) or a five minute taxi ride.
Our Leicester office is a 15 minute taxi ride from Leicester station
If you are driving to our Leicester office, please ask the person you are visiting
about parking facilities beforehand

Road map showing the Manchester Exchange Square store

Road map showing the Leicester office TRIN
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22 23
MANCHESTER TRAFFORD CENTRE STORE BIRMINGHAM STORE
Selfridges, 1 The Dome, The Trafford Centre, Manchester, M17 8DA Selfridges, Upper Mall East, The Bullring, Birmingham, B5 4BP

Switchboard number 0800 123 400 Switchboard number 0800 123 400

Team entrance Team entrance

Enter the Trafford Centre via the upper level of the Regents Crescent Car Park This can be located on Park Street, opposite the Moor Street car park.
The team entrance is a set of grey double doors on the left
Transport links
Transport links New Street, the mainline station (serving London and Manchester), is about
The Trafford Centre is 20-30 minute taxi ride from Manchester Piccadilly station. 10 minutes walk away.

Moor Street Station, serving the Birmingham suburbs, is close to the store.

Road map showing the Manchester Trafford Centre store Road map showing the Birmingham store

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