Location
London, Bond Street Store

Hours
Not specified

Salary
Negotiable

About the Role
At Burberry, creativity opens spaces and drives us to push boundaries. As an Aftercare Consultant reporting to the Aftercare Manager EMEIA, you will deliver a unique luxury experience to Burberry customers by managing end-to-end aftercare enquiries both in-store and remotely. You will be an enthusiastic brand ambassador, using your expertise to build strong client relationships, enhance brand loyalty, and contribute to sales revenue.

Your responsibilities include managing customer enquiries face to face, via phone, email, and messaging; diagnosing product needs in collaboration with the QA team; creating and maintaining client profiles; liaising with repair centres to coordinate repairs, costs, and timelines; and ensuring clear communication throughout the customer journey. You will act decisively to resolve issues, organise payments and shipping, prioritise workloads, and gather client feedback to improve services.

You will also support front of house operations by handling walk-in requests, preparing for appointments, collaborating with store teams to promote new collections, and managing complaints with professionalism. Additionally, you will perform aftercare ceremonies to delight clients and support new aftercare initiatives across the region.

Burberry is committed to sustainable luxury and creating an inclusive environment where diverse creative minds thrive. This role offers the opportunity to be part of a purposeful, values-driven brand dedicated to positive industry change and community impact.

Experience
Experience in delivering exceptional customer service is essential. Previous experience in luxury retail or aftercare services is advantageous but not mandatory.

About you
- Passionate about delivering outstanding service and acting as a brand ambassador
- Excellent verbal and written communication skills
- Collaborative team player with a proactive and positive attitude
- Resilient and able to handle difficult conversations with professionalism
- Strong understanding of customer service needs and priorities
- Detail-oriented with the ability to multitask and manage conflicting priorities effectively
- Excellent organisational skills
- Professional appearance, manner, and demeanour

Qualifications
No specific qualifications required; however, a commitment to learning and personal development is expected.