Location
London

Hours
Not Applicable

Salary
Negotiable

About the Role
Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. As a Client Relations Advisor, you will bring your passion for the Burberry brand, culture and product, combined with specialist product knowledge, to deliver an elevated luxury client experience that is highly personalised, seamless and memorable. You will build trusted, long-term client relationships by understanding individual preferences, anticipating needs and providing tailored advice and proactive support across every interaction. Taking ownership of customer contacts and escalations, you will deliver thoughtful solutions that strengthen client loyalty, enhance commercial opportunities and reflect Burberry’s luxury service standards.

Key responsibilities include delivering world-class luxury service across multiple channels such as phone, email, live chat and social platforms, creating warm and personalised experiences using client preferences and purchase history, and providing concierge-style service to selected clients. You will demonstrate empathy, emotional intelligence, discretion and sound judgement, especially when supporting high-value clients and handling sensitive matters. Representing Burberry as a trusted brand ambassador, you will bring the brand’s values, heritage and service standards to life in every interaction.

You will build and manage a portfolio of clients, maintaining regular contact to support retention, engagement and long-term loyalty by understanding each client’s lifestyle, preferences and needs. You will take full ownership of client cases from first contact through to resolution, resolving enquiries and complaints with accuracy, empathy and urgency, and handling escalated or complex cases confidently.

Maintaining expert knowledge of Burberry products, collections, craftsmanship, services and aftercare, you will provide relevant styling guidance and product recommendations. You will contribute to customer experience, quality, case management, productivity and sales objectives while completing all administration accurately and promptly. Collaboration with colleagues and cross-functional partners is essential to share knowledge, trends and client feedback to strengthen service delivery and contribute to the efficient running of the department.

Operating in accordance with Burberry policies, processes and procedures, you will undertake additional duties as reasonably directed by management, ensuring the highest standards of luxury client service are consistently met.

Experience
Previous experience delivering elevated services, client relations, customer service or a comparable client-facing environment is required.

About you
You have a genuine passion for luxury, fashion, product and creating exceptional client experiences. You are a natural relationship-builder with confidence to manage and develop a portfolio of clients through personalised, proactive contact. Excellent written and verbal communication skills are essential, with the ability to convey warmth, polish and clarity across different channels. You possess strong problem-solving capability, resilience and confidence when managing complex complaints or emotionally sensitive situations. You are commercially aware, able to recognise relevant opportunities while always prioritising the client relationship. Highly organised and accurate, you can manage several priorities and client cases simultaneously. Fluency in English and Italian is required.

Qualifications
No specific qualifications are stated; however, relevant experience and language fluency are essential.