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- Tasks: Deliver exceptional customer service across various platforms and resolve client issues.
- Company: Join Mulberry, the UK's largest luxury leather goods maker with a commitment to sustainability.
- Benefits: Enjoy perks like a product allowance, birthday off, staff discounts, and wellness services.
- Why this job: Be part of a progressive brand that values community, sustainability, and personal growth.
- Qualifications: Customer service experience is essential; strong communication and multitasking skills required.
- Other info: Work 37.5 hours a week in a dynamic team environment with opportunities for development.
The predicted salary is between 28800 - 42000 £ per year.
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 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:
Be part of a central team delivering a professional, seamless and proactive service to Mulberry clients requiring information or assistance across a variety of topics and platforms. Resolve any issues to the satisfaction of all parties, reflecting the Mulberry values and integrity of the brand.
DUTIES & RESPONSIBILITIES:
-Create a welcoming experience for all clients using the Mulberry brand values.
-Take ownership and responsibility for all client contact ensuring a swift response/ resolution.
-Respond to incoming correspondence in accordance with agreed procedures and standards across email, telephone, live chat and our social channels.
-Be proactive within the team and recognise workload priorities.
-Undertake ad hoc administrative duties as requested.
-Show a willingness to complete tasks within a given time scale.
-Adhere to deadlines.
-Keep up to date with current Mulberry media/press happenings.
-Be aware of latest trends and movements within the fashion industry.
TEAM:
Work collaboratively with all key stakeholders
· Participate in team meetings
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:
· Must be self-disciplined with excellent organisational and prioritisation skills for ultimate efficiency combined with resilience and flexibility to stay calm and work under pressure in order to deliver excellent customer service
· Excellent communication skills, written and verbal
· Computer literate with excellent knowledge of MS Office
A strong understanding of Social Media Platforms
Works cooperatively and effectively with others in a team to achieve shared objectives
· Reliable, punctual, adaptable and quick thinking
· Ability to multitask
· Displays strong interpersonal effectiveness
· Can identify and understand individual client needs, wants and expectations
· Customer services experience is essential
· Supporting innovation and propose creative solutions
· Experience in a luxury retail sales environment is advantageous
This role is for 37.5 hours per week across a rota of 5 days a week
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
– Onsite gym (London office)
-Fresh fruit everyday
– Training and development opportunities- including full access to LinkedIn Learning
– x2 paid volunteering days per year
– Access to – a wellbeing service featuring remote GP appointments, mental health support, physiotherapy, personal training & retail discounts
Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role.If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at
#J-18808-Ljbffr
Customer Care Expert The Rookery, Chilcompton or Kensington Office, London Permanent Full-Time employer: Mulberry
Contact Detail:
Mulberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Expert The Rookery, Chilcompton or Kensington Office, London Permanent Full-Time
✨Tip Number 1
Familiarise yourself with Mulberry's brand values and sustainability initiatives. Understanding their commitment to responsible craft and B Corp Certification will help you align your responses during interviews, showcasing your shared values.
✨Tip Number 2
Stay updated on the latest trends in the fashion industry and Mulberry's recent media coverage. This knowledge will not only impress during interviews but also demonstrate your genuine interest in the brand and its market position.
✨Tip Number 3
Practice your communication skills, especially in handling customer inquiries across various platforms like email, phone, and social media. Being able to articulate your thoughts clearly and effectively will be crucial in a customer care role.
✨Tip Number 4
Showcase your ability to work collaboratively in a team environment. Prepare examples of how you've successfully worked with others to achieve common goals, as teamwork is essential in delivering excellent customer service at Mulberry.
We think you need these skills to ace Customer Care Expert The Rookery, Chilcompton or Kensington Office, London Permanent Full-Time
Some tips for your application 🫡
Understand the Brand Values: Before applying, take some time to understand Mulberry's brand values and ethos. Highlight how your personal values align with their commitment to sustainability and community spirit in your application.
Tailor Your CV: Make sure your CV reflects relevant customer service experience, particularly in luxury retail. Emphasise skills like communication, multitasking, and problem-solving that are crucial for the Customer Care Expert role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the fashion industry. Mention specific examples of how you've demonstrated the qualities Mulberry values, such as honesty and dynamism.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application is well-written and free of errors. Use clear and concise language to convey your thoughts effectively, reflecting the professionalism expected at Mulberry.
How to prepare for a job interview at Mulberry
✨Understand Mulberry's Values
Before the interview, take some time to research and understand Mulberry's core values, especially their commitment to sustainability and community. Be prepared to discuss how your personal values align with theirs and provide examples of how you've demonstrated similar principles in your previous roles.
✨Showcase Your Customer Service Skills
As a Customer Care Expert, your ability to provide excellent customer service is crucial. Prepare specific examples from your past experiences where you successfully resolved customer issues or created a positive experience. Highlight your communication skills and adaptability in various situations.
✨Stay Updated on Fashion Trends
Familiarise yourself with current trends in the fashion industry and any recent news about Mulberry. This knowledge will not only show your genuine interest in the brand but also help you engage in meaningful conversations during the interview.
✨Demonstrate Team Collaboration
Mulberry values teamwork and collaboration. Be ready to discuss instances where you've worked effectively within a team to achieve shared goals. Emphasise your ability to communicate openly and respect diverse opinions, as this aligns with their inclusive culture.
