Customer Care Advisor

Mulberry England; Chilcompton; On-site; GBP 24,000 - 32,000; Full time

Job summary

Mulberry is seeking a customer service professional to deliver a polished, proactive service to clients across email, phone, live chat, and social channels. You will uphold Mulberry values and strive for swift resolutions while maintaining exceptional standards in a luxury retail context.

You will work collaboratively with stakeholders, stay informed about current media and fashion trends, and demonstrate reliability, adaptability, and strong communication under pressure.

Qualifications

• Customer service experience is essential.
• Excellent communication skills, written and verbal.
• Experience in a luxury retail sales environment is advantageous.

Responsibilities

• Create a welcoming experience for all clients using the Mulberry brand values.
• Take ownership and responsibility for all client contact ensuring a swift response/ resolution.
• Respond to incoming correspondence in accordance with agreed procedures and standards across email, telephone, live chat and our social channels.
• Be proactive within the team and recognise workload priorities.
• Undertake ad hoc administrative duties as requested.
• Show a willingness to complete tasks within a given time scale.
• Keep up to date with current Mulberry media/press happenings.
• Be aware of latest trends and movements within the fashion industry.

Skills

Customer service

Communication

Multitasking

MS Office

Social media

Teamwork

Interpersonal

Attention to detail

Reliability

Adaptability

Tools

MS Office

Job description

Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit.

Sustainability has been part of the Mulberry ethos since the brand's inception, in recognition of our purpose-driven approach, in 2024 we proudly achieved B Corp Certification.

Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. To do this our people are honest, dynamic, and community spirited.

If these are values you share, we would love you to join our team.

The Role:

Be part of a central team delivering a professional, seamless and proactive service to Mulberry clients requiring information or assistance across a variety of topics and platforms. Resolve any issues to the satisfaction of all parties, reflecting the Mulberry values and integrity of the brand.

Duties & Responsibilities:

• Create a welcoming experience for all clients using the Mulberry brand values.
• Take ownership and responsibility for all client contact ensuring a swift response/ resolution.
• Respond to incoming correspondence in accordance with agreed procedures and standards across email, telephone, live chat and our social channels.
• Be proactive within the team and recognise workload priorities.
• Undertake ad hoc administrative duties as requested.
• Show a willingness to complete tasks within a given time scale.
• Keep up to date with current Mulberry media/press happenings.
• Be aware of latest trends and movements within the fashion industry.

Team:

• Work collaboratively with all key stakeholders
• Participate in team meetings

Culture:

• Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
• Act as an ambassador for Mulberry and communicate positively about the brand.

Sustainability:

• As a certified B Corp, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community.
• Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.

Skills And Knowledge Required:

• Must be self-disciplined with excellent organisational and prioritisation skills for ultimate efficiency combined with resilience and flexibility to stay calm and work under pressure in order to deliver excellent customer service
• Excellent communication skills, written and verbal
• Computer literate with excellent knowledge of MS Office
• A strong understanding of Social Media Platforms
• Works cooperatively and effectively with others in a team to achieve shared objectives
• Reliable, punctual, adaptable and quick thinking
• Ability to multitask
• Displays strong interpersonal effectiveness
• Can identify and understand individual client needs, wants and expectations
• Customer services experience is essential
• Supporting innovation and propose creative solutions
• Experience in a luxury retail sales environment is advantageous

Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at [e-mail].