Customer Service Technical Consultant

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 Customer Service Technical Manager, the Customer Service Technical Consultant is responsible for managing end to end enquiries on a range of technical points in the customer journey via phone, e-mail and Teams messaging with internal colleagues.

In line with Burberry’s values, you will be an enthusiastic advocate for the brand, using your knowledge and expertise to cultivate relationships that drive a positive experience for external and internal customers alike.

RESPONSIBILITIES

Communication and process:  

• Provides delivery of excellent service on each internal contact supporting the internal customer satisfaction and assisting the Customer Service team colleagues with customer engagement and  problem solving.  
• Advocates Burberry services through elevated delivery of support across channels in order to support the Customer Service team.
• Responsible to provide a smooth communication with the warehouses, carrier partners,  store teams and  Supply Chain teams in order to spot and resolve ongoing issues.
• Utilise internal systems to provide admin support for the internal quality scheme
• Maintain trackers and logs for superb case management positively impacting customer experience
• Responsible for ECE allocations for all regions as manual process

Team work

• Working seamlessly with other admin team members to ensure a smooth flow of work throughout the year and particularly in peak period
• Attention to detail to complete all updates and handover with team
• Bring ideas for continuous improvement to manager and into team meetings

PERSONAL PROFILE

• Passion for delivering amazing service to internal and external customers.
• Excellent verbal and written communication skills.
• Able to work collaboratively
• Demonstrates initiative through proactive approach.
• Demonstrates a positive attitude.
• 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
• Experience with using multiple systems such as SAP

MEASURES OF SUCCESS

• Achievement of Service levels and sensational Customer service.
• Achievement of Productivity targets.
• Achievement of Customer Experience target.
• Brand awareness and product expert.

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 || Leeds || REGIONAL MERCHANDISING || EMEIA - CUSTOMER SERVICE || n/a ||