Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

Our Global Customer Service Team is available 24-hours a day, seven days a week.  We provide dedicated and personalised support, fulfilling a wide range of customer needs regarding Burberry products sold in-store and online from Burberry.com. 

As a Customer Service Consultant, you will communicate with our customers by phone, ‘live chat’, email and via social media, sharing your passion for the Burberry brand and expert product knowledge.  Our successful consultants are committed to taking ownership of each query, consistently achieving accurate, helpful, and brand appropriate resolutions that enhance customer loyalty.  By utilising innovative technology to multi-task and effectively prioritise customer needs, and through strong collaboration with colleagues across the business, we embody our unique and authentic brand heritage by delivering a world class, elevated, and luxury service experience.    

If you are interested in joining the London Contact Centre team based in Horseferry House on a temporary basis from October 2016 until January 2017 we would love to hear from you.  If successful, a full time contract is 37.5 hours per week on five out of seven days, between Sunday to Saturday, including Bank Holidays, on a shift pattern between 8.00am – 8.00pm.

-   Expert verbal and written communication with customers via phone, web and email, including direct contact from customers, calls for flagship stores and internal colleagues

-   Resolving cases with a customer-centric mind-set – putting the customer first and feeling empowered to take personal ownership and accountability for the customer experience

-   Demonstrating passion for our rich brand heritage and history, using expert product knowledge to encourage customers to personally experience Burberry products, actively increasing sales revenue

-   Anticipating and understanding customers’ needs, proactively resolving service or product related issues with specialist after-sales knowledge

-   Using a range of systems and digital tools to meticulously record information for reporting and case resolution 

-   Productively and responsibly contribute to the performance of the contact centre; ensuring service level targets are achieved

-   Operating in accordance with Burberry’s approved policies, processes and procedures

-   Customer Service experience essential, ideally within a contact centre environment

-   Excellent English verbal and written communication skills essential

-   Ideally also fluent (written and spoken) in any of the following languages; French, Spanish, Italian, German, Russian, Brazilian Portuguese, Mandarin

-   Passionate about delivering a sensational customer experience and being a brand ambassador

-   Previous experience of Salesforce desirable

-   Collaborative, positive, robust and confident approach

-   Proactive and intuitive with strong problem solving capabilities

-   Organised with the ability to multitask

Please note if your application is successfully progressed to the next stage of the recruitment process, you will be invited to take part in a video interview before potentially being contacted by a member of our Resourcing team.