Location
London, Bond Street Store

Hours
Not specified

Salary
Negotiable

About the Role
Reporting to the Aftercare Manager EMEIA, the Aftercare Consultant is responsible for delivering a unique, luxury experience to Burberry customers by managing end-to-end customer enquiries related to aftercare services. This role involves face-to-face interactions in store as well as communication via phone, e-mail, and messaging. You will diagnose customer needs, evaluate product conditions, and collaborate with the QA team and store management to confirm diagnoses. Responsibilities include creating and maintaining client profiles, logging cases with detailed progress notes, liaising with repair centres regarding repairs, costs, and timelines, and using specialist aftercare knowledge to resolve service or product issues with empathy and confidence.

You will act as a key decision maker to build trust and ensure clear communication throughout the customer journey, coordinating with Global Customer Service and store teams to optimize client experience. The role also involves organising payments, managing shipping logistics, prioritising workloads, gathering client feedback, and sharing product information with the Quality Team to drive improvements.

Additional duties include providing front-of-house cover for walk-in requests, managing booked appointments with appropriate preparation, collaborating with store teams to support sales during aftercare services, handling complaints professionally, supporting new aftercare initiatives, and performing aftercare ceremonies to delight clients.

This position requires a team player who builds and maintains strong relationships with both store and global colleagues, embodying Burberry’s values and commitment to exceptional customer service.

Experience
Experience in delivering exceptional customer service, preferably within luxury retail or aftercare services, is highly valued. Ability to manage multiple tasks and resolve complex customer enquiries with confidence.

About you
Passionate about delivering outstanding service and acting as a brand ambassador. Excellent verbal and written communication skills with a collaborative approach. Proactive, positive attitude with resilience to handle difficult conversations. Strong attention to detail and organisational skills to manage conflicting priorities effectively. Ability to project a professional and approachable image in appearance, manner, and demeanour. Strong understanding of customer needs and priorities, both internal and external.

Qualifications
Not specified, but a commitment to learning and embodying Burberry’s values is essential.