Customer Care Expert
Locations: The Rookery, Chilcompton or Kensington Office, London
Type: Permanent Full-Time, Hybrid
Established in Somerset in 1971, Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a contemporary take on British heritage and a focus on responsible craft, our ambition is to create progressive luxury. Sustainability has been part of the Mulberry ethos since the brand's inception. In 2024, we proudly achieved B Corp Certification. Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. If these are values you share, we would love you to join our team.
SCOPE OF ROLE:
Be part of a central team delivering a professional, seamless, and proactive service to Mulberry clients requiring information or assistance across various topics and platforms. Resolve any issues to the satisfaction of all parties, reflecting Mulberry values and the integrity of the brand.
DUTIES & RESPONSIBILITIES:
1. Create a welcoming experience for all clients using the Mulberry brand values.
2. Take ownership and responsibility for all client contact, ensuring a swift response and resolution.
3. Respond to incoming correspondence via email, telephone, live chat, and social channels, in accordance with procedures and standards.
4. Be proactive within the team and recognize workload priorities.
5. Undertake ad hoc administrative duties as requested.
6. Show a willingness to complete tasks within given timeframes and adhere to deadlines.
7. Keep up to date with current Mulberry media and press happenings.
8. Stay informed about the latest trends and movements within the fashion industry.
TEAM & CULTURE:
Work collaboratively with all key stakeholders and participate in team meetings. Embrace and demonstrate Mulberry values: honesty, dynamism, and a community-oriented spirit. Support an inclusive culture by being open-minded, respectful, and understanding that diverse opinions and experiences enrich our community. Act as a positive ambassador for Mulberry and communicate about the brand positively.
SUSTAINABILITY:
As a certified B Corp, incorporate environmentally responsible practices into your work. Support the 'Five C’s' strategy: Climate, Cultivation, Craft, Culture, and Circularity. Promote sustainability and foster an environment where diversity and inclusion are prioritized, ensuring all individuals feel valued and respected.
SKILLS AND KNOWLEDGE REQUIRED:
* Self-disciplined with excellent organizational and prioritization skills.
* Resilient and flexible, capable of working under pressure to deliver excellent customer service.
* Excellent written and verbal communication skills.
* Proficient in MS Office and social media platforms.
* Team player with cooperative attitude.
* Reliable, punctual, adaptable, and quick-thinking.
* Ability to multitask and understand individual client needs.
* Customer service experience essential.
* Supportive of innovation and creative solutions.
* Experience in luxury retail sales advantageous.
This role is for 37.5 hours per week, across a rota of 5 days.
WHAT WE OFFER:
* Product allowance
* Additional day off for your birthday
* Staff discount and exclusive access to staff sales
* Pension contributions & life assurance
* Onsite gym (London office)
* Fresh fruit daily
* Training and development, including full access to LinkedIn Learning
* Two paid volunteering days per year
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