Aftercare Coordinator

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 supports the day-to-day delivery of global aftercare operations, with a key focus on coordinating the spare parts programme. 

The role supports spare parts ordering, tracking, and inventory processes alongside repair coordination and aftercare services, working closely with Retail, Repair Centres, Supply Chain, and internal teams to ensure efficient operations and timely service delivery.

RESPONSIBILITIES

Aftersales & Customer Experience

• Manage and coordinate global aftercare services, ensuring timely and effective resolution  
• Act as the central point of contact across Retail, Repair Centres, and internal teams 
• Handle escalations and complaints professionally 
• Identify and resolve quality issues with internal teams 

Spare Parts & Inventory Management 

• Support coordination of spare parts orders, including placement, tracking, and follow-ups  
• Maintain inventory records and support stock tracking across hubs and partners  
• Assist in monitoring stock levels, flagging shortages or risks  
• Support SKU creation and data maintenance within systems  
• Liaise with vendors and internal teams to support timely delivery 

Order Management and Tracking 

• Monitor spare parts and repair-related orders from request through to completion  
• Follow up on delays, discrepancies, and unfulfilled requests  
• Ensure accurate tracking and documentation across all activities 

Data, Systems and Reporting 

• Maintain aftercare and spare parts tracking tools and systems 
• Support reporting on service volumes, usage, and fulfilment performance 
• Ensure accurate and consistent data entry 

Internal Partnering 

• Collaborate with Retail and global teams 
• Act as contact for repair centres 
• Support logistics and product reviews  
• Assist with service updates across platforms 

Process & Policy 

• Support aftersales policies and guidelines 
• Ensure compliance across regions 
• Make customer-focused decisions

PERSONAL PROFILE

• Passion for delivering amazing service to customers 
• Ambassador for brand and product 
• Excellent verbal and written communication skills. 
• High attention to detail, particularly in data and tracking 
• 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 ||