At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
**INTRODUCTION
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
**JOB PURPOSE
Reporting to the Senior Global Aftersales Manager the Aftercare Coordinator is responsible for providing Burberry customers with a unique, luxury experience while managing end to end customer enquiries on a range of aftercare experiences. The role will cover all aspects of repair management, assessment of repairs and providing updates throughout the process. You will work closely with the Instore Aftersales teams, Retail, the Repair centre and the quality & Merchandising teams.
**RESPONSIBILITIES
- Manage and co-ordinate all aftercare services across various global locations, ensuring that all issues are addressed in a timely and effective manner.
- Manage aftersales end-to-end customer enquiries and cases via phone, e-mail and messaging.
- Identifying and resolving quality issues through effective communication and collaboration with stakeholders(quality team, merchandise, Retail)
- Be the human face of the Burberry aftersales service experience, connecting with stakeholders across the business to fulfil every customer need.
- Spare parts stock management & creation
- Run the weekly & Fortnight Aftercare local/regional meeting and management of follow-up actions
- Coordinate larger scale returns for quality-related reasons across the business
- Maintain a strong relationship with repair companies, providing them with the tools to enhance customer service levels. Understand any technical challenges they may face with repairs and in managing the components and leather skins they stock. Monitor component ordering, turnaround times, and quality.
- Customer Service – providing support on how to resolve or answer client queries, reporting of issues and client complaints.
- Deliver training to the retail team , customer service and repair centres.
- Develop and maintain expert standards of product knowledge. All quality issue information to be shared as appropriate within the Retail team and relevant Head Office departments
- Demonstrate passion for the brand and expert product knowledge and through questioning and storytelling excite and inspire customers to experience the style, look and quality of Burberry products.
- Identify and address opportunities relating to aftercare and customer satisfaction.
**PERSONAL PROFILE
- Passion for delivering amazing service to customers
- Ambassador for brand and product
- Excellent verbal and written communication skills.
- Able to work collaboratively.
- Demonstrates initiative through proactive approach.
- Demonstrates a positive attitude.
- Resilience to overcome difficult conversations
- Strong understanding of Customer Service needs and Customer (both internal and external) priorities.
- Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision.
- Excellent organisational skills with an ability to deal with conflicting priorities with ease
- Ability to project an approachable and professional image in personal appearance, manner, and demeanour.
**MEASURES OF SUCCESS
FOOTER
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience. Posting Notes: United Kingdom || Not Applicable || London || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||