Luxury Aftercare Consultant - Elevate Client Experience

Burberry; Greater London; Sur place; GBP 26 000 - 36 000; Plein temps

Résumé du poste

Burberry is seeking an Aftercare Consultant to provide a luxurious, end-to-end customer experience at the Bond Street store. You will handle inquiries, diagnose requests, and coordinate with repair centres, QA teams and store partners to ensure a smooth client journey and timely resolutions.

You will engage with clients empathetically, maintain clear communication, and support regional Aftercare initiatives while upholding Burberry's brand standards and elevated service levels.

Qualifications

• Excellent verbal and written communication skills.
• Strong attention to detail and organisational skills.
• Comfortable working collaboratively across teams and locations.

Responsabilités

• Manage end-to-end customer enquiries and cases in-store and via phone, email and messaging.
• Diagnose needs and evaluate requests for intervention with QA/partners.
• Log cases and maintain data for reporting and insights.
• Liaise with repair centres for available repairs, costs and timescales.
• Maintain empathy to resolve service or product issues with Aftercare knowledge.
• Act as decision-maker to build trust and close cases.
• Communicate with clients throughout the journey and update next steps.
• Coordinate with Global CS and store teams to optimise the client journey.
• Organise payments and all shipping-related tasks for items in/out of store.
• Prioritise workloads and support front-of-house as needed.
• Gather client feedback to improve services and share product insights.
• Support new Aftercare initiatives regionally and provide coverage for walk-ins.
• Prepare tools for appointments and review client profiles ahead of visits.
• Highlight upcoming Aftercare appointments in briefings and assist sales of new collection.

Connaissances

Customer service

Brand ambassador

Communication

Team collaboration

Initiative

Positive attitude

Resilience

Customer focus

Attention to detail

Organisational skills

Professional image

Description du poste

Burberry is seeking an Aftercare Consultant to provide a luxurious, end-to-end customer experience at the Bond Street store. You will handle inquiries, diagnose requests, and coordinate with repair centres, QA teams and store partners to ensure a smooth client journey and timely resolutions.

You will engage with clients empathetically, maintain clear communication, and support regional Aftercare initiatives while upholding Burberry's brand standards and elevated service levels.