At a Glance
- Tasks: Deliver exceptional luxury client experiences through personalised service and expert product knowledge.
- Company: Join Burberry, a leading luxury brand committed to creativity and sustainability.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Work in a collaborative environment with a focus on luxury service standards.
- Why this job: Be a part of a dynamic team that values creativity and client relationships.
- Qualifications: Experience in client relations and fluency in English and French required.
The predicted salary is between 27000 - 33000 £ per year.
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
Through your passion for the Burberry brand, culture and product, combined with specialist product knowledge, you will deliver an elevated luxury client experience that is highly personalised, seamless and memorable. You will build trusted, long-term client relationships by understanding individual preferences, anticipating needs and providing tailored advice and proactive support across every interaction. You will take ownership of customer contacts and escalations, delivering thoughtful solutions that strengthen client loyalty, enhance commercial opportunities and reflect Burberry’s luxury service standards.
RESPONSIBILITIES
- Luxury Client Experience
- Deliver world-class luxury service across phone, email, live chat, social platforms and other approved digital channels, adapting your style of communication to the individual client and situation.
- Create a warm, polished and highly personalised experience, using client preferences, purchase history and previous interactions to tailor recommendations and solutions.
- Provide a concierge-style service to selected clients by anticipating needs, coordinating support across the business and creating seamless, memorable moments.
- Demonstrate empathy, emotional intelligence, discretion and sound judgement - particularly when supporting high-value clients and handling sensitive matters.
- Represent Burberry as a trusted brand ambassador, bringing the brand’s values, heritage and service standards to life in every interaction.
- Client Relationships and Personalised Service
- Build, develop and manage a portfolio of clients, maintaining regular contact to support retention, engagement and long-term loyalty.
- Understand each client’s lifestyle, preferences, needs and personal moments, using these insights to deliver meaningful outreach, recommendations and follow-up aligning to both client profiles and/or broader Burberry campaign moments.
- Service, Case Management and Aftercare
- Take full ownership of client cases from first contact through to resolution, providing clear updates and ensuring no client is left without follow-up.
- Resolve enquiries and complaints with accuracy, empathy and appropriate urgency.
- Handle escalated or complex cases confidently, collaborating with internal partners as required.
- Use specialist aftercare knowledge and sound judgement to identify the most appropriate solution while protecting both client relationships and the brand.
- Recognise potential risks, and escalate promptly in line with approved procedures.
- Product Expertise and Commercial Contribution
- Develop and maintain expert knowledge of Burberry products, collections, craftsmanship, services and aftercare, communicating this with confidence and enthusiasm.
- Use client discovery and product expertise to provide relevant styling guidance, product recommendations and alternatives that respond to the client’s needs.
- Identify appropriate opportunities to support sales and client development without compromising the integrity of the service experience.
- Contribute to agreed customer experience, quality, case management, productivity and sales objectives.
- Operational Excellence and Collaboration
- Complete all administration accurately and promptly, ensuring systems and case records provide a complete and reliable account of the client journey.
- Work collaboratively with colleagues and cross-functional partners.
- Share knowledge, trends and client feedback with the wider team and support learning sessions where specialist expertise can strengthen service delivery.
- Contribute to the efficient running of the department and achievement of service-level commitments while maintaining quality and personalisation.
- Operate in accordance with Burberry policies, processes and company procedures, and undertake additional duties reasonably directed by the management team.
PERSONAL PROFILE
- Previous experience delivering elevated services, client relations, customer service or a comparable client-facing environment.
- A genuine passion for luxury, fashion, product and creating exceptional client experiences.
- Natural relationship-builder with the confidence to manage and develop a portfolio of clients through personalised, proactive contact.
- Excellent written and verbal communication, with the ability to convey warmth, polish and clarity across different channels.
- Strong problem-solving capability, resilience and confidence when managing complex complaints or emotionally sensitive situations.
- Commercially aware, with the ability to recognise relevant opportunities while always putting the client relationship first.
- Highly organised, accurate and able to manage several priorities and client cases at the same time.
- Fluency in English plus French is required.
Client Relations Advisor - French Speaking in London employer: Burberry
Burberry is an exceptional employer that fosters a vibrant and inclusive work culture, where employees are encouraged to develop their skills and grow within the luxury retail sector. Located on Sloane Street, our team thrives in a dynamic environment that values creativity and personalisation, offering unique opportunities to connect with a diverse clientele while upholding the brand's prestigious heritage. With a commitment to excellence and employee well-being, Burberry provides comprehensive benefits and a supportive atmosphere that makes every day rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Client Relations Advisor - French Speaking in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Burberry. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Burberry before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Relations Advisor - French Speaking in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Burberry:Your cover letter is your chance to shine! Tell us why you want to work at Burberry specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Burberry!
How to prepare for a job interview at Burberry
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
