Customer Care Leader
Rookery Factory, ChilcomptonCustomer Care /Permanent Full-Time /HybridBorn in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit.Sustainability has been part of the Mulberry ethos since the brand's inception, in recognition of our purpose-driven approach, 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:Lead the Customer Care teams to deliver a professional, seamless, and proactive service that creates lasting, positive impressions for Mulberry customers. DUTIES & RESPONSIBILITIES:Operational Leadership & Team – · Day-to-day delegation of the Customer Care workloads. · Team and Resource management of the Customer Care Experts including rota planning to ensure adequate coverage across all shifts and channels.· Holiday and absence management, including tracking, approvals, and ensuring minimal disruption to service.· Sickness monitoring and follow-up in line with company policy.· Conducting regular 1:1s to support development, address concerns, and drive performance.· Supporting onboarding and training of new team members.· Host regular 1:1 development, feedback, and coaching sessions to ensure consistency in service delivery and training needs are met. · Support with any training requirements for Retail teams. · A keen desire to help others work together and towards their targets. Customer Experience: · Ensure the team delivers a professional, empathetic, and consistent service across all customer touchpoints.· Be confident in dealing with all customer enquiries including complex complaints via telephone, email, and social media. · Handling and resolving escalated customer queries, ensuring outcomes reflect brand values and protect customer loyalty.· Monitoring customer feedback and identifying trends or areas for improvement.· Always strive to achieve positive outcomes with a solution-driven mindset. · Work closely with the retail and regional Mulberry network to enhance and develop customer experiences. Performance & Service Delivery: · Ensure team members are aware of and working towards SLAs and KPIs.· Identifying backlogs or shortfalls in performance and escalate to the Line Manager with recommendations.· Proactively motivating the team to meet and exceed targets, celebrating wins and addressing challenges constructively.· Supporting continuous improvement initiatives to streamline processes and enhance service delivery.· Give first-hand feedback to customer-impacting departments to ensure the Mulberry experience is always delivered. · Ability to prioritise and be flexible when necessary and managing change. · Support line manager with any necessary project work.Collaboration & Communication· Working closely with the Aftercare Leader to ensure alignment on service standards, escalations, and operational priorities.· Be a part of supporting the wider Commercial Excellence department and help deliver on company/ department strategic goals. · Act as a key point of contact between Customer Care and other departments (e.g., Transportation Repairs, Retail, Digital Trading).· Communicating updates, changes, and expectations clearly and consistently to the team.· Be innovative and explore ideas to enhance Customer Experience and Employee Experience with a key focus on departmental efficiencies, projects, and future system enhancements. Challenge the norm. Culture:· Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.· Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.· Act as an ambassador for Mulberry and communicate positively about the brand.Sustainability:· As a certified B Corp business, it is important to incorporate environmentally responsible practices into your work wherever possible. Support the businesses ‘Five C’s’ strategy in addressing and improving Climate, Cultivation, Craft, Culture and Circularity. Promote a greener, more sustainable future.· Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities. SKILLS AND KNOWLEDGE REQUIRED: · Strong leadership and experience with people management · Performance-driven, with the ability to monitor SLAs/KPIs, identify shortfalls, and take action to drive improvements.· Self-disciplined with excellent organisational and prioritisation · Resilient and calm under pressure with the ability to navigate challenges and support others through change.· Exceptional communication skills· Customer-focused mindset· Experienced in handling escalated customer queries with sound judgement and a desire to find solutions and resolve cases. · Strong working knowledge of MS Office and CRM platforms · Reliable, punctual, and quick-thinking· Customer Care experience essential· Collaborative mindset· Experience in a luxury retail sales environment is advantageous.· Can identify and understand individual client needs, wants and expectations.Other:37.5 hours a week Key weekend working and Boxing Day cover during peak trading periods will be required. What we can do for you:- Product allowance- Additional Day Off for your Birthday!- An enviable staff discount and exclusive access to staff sales- Pension Contributions & Life Assurance- Fresh fruit everyday- Training and development opportunities - x2 paid volunteering days per year