The Role:
Deliver a professional, seamless, and proactive service for customers using the Lifetime Service Centre. Ensure items for repair and the Mulberry Exchange are processed and resolved in accordance with department processes and procedures.
Embody the Mulberry Mindset ethos of ‘experience over everything’ ensuring that all tasks are completed meeting departmental targets and reflecting the integrity of the brand.
Duties & Responsibilities:
- Ensure all incoming items for repair or the Mulberry Exchange are processed and booked in accurately to meet the department targets.
- Identify the item that has been returned and ensure that the the necessary work that is required and is recognized and all necessary paperwork is completed.
- Provide clear and concise communication to all Mulberry customers sharing the quotation for the item, outlay the lead-time and address any questions or concerns they may have no matter the origin.
- Be aware of the department targets to ensure they are met or exceeded consistently.
- Move items across the department ensuring they are stored securely and easily identifiable.
- Actively work to provide expert recommendations and discuss alternative options or services with customers.
- Establish and maintain strong working relationships with key stakeholders to ensure that all customer interactions are memorable, and the department drives customer satisfaction.
- Process exchanges and credit internal accounts for items that are processed under warranty guidelines.
- Take payments for the work completed and correctly support the despatch the item to the relevant customer or store.
- Identify and highlight any trends and report them accurately to the Aftercare Leader.
- Support the Aftercare Inbound & Outbound Coordinator as and when required.
- Always strive to achieve positive outcomes with a solution-driven mindset.
- Always drive the Mulberry Mindset ethos.
- Drive innovation within the department.
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, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community.
- Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.
Skills and Knowledge Required:
- Ability to understanding and identify items understanding the route they need to follow.
- Effective communication skills – verbal and written.
- Ability to prioritise and be flexible depending on the needs of the department
- Be resilient and able to stay calm. Maintain a friendly and positive can-do attitude.
- Ability to work to targets, meet them and support the department to exceed them.
- Be confident in dealing customer queries no matter the enquiry origin.
- Motivated to deliver a memorable experience to all customers
- Enjoys being part of a team.
- Ability and desire to drive your own learning and maintain a good understanding of Mulberry products, current and previous seasons as well as the Lifetime Service Centre as a whole.
Skills Required
- Ability to identify items and understand the appropriate processing route
- Effective verbal and written communication skills
- Ability to prioritize and remain flexible according to departmental needs
- Resilience and ability to remain calm while maintaining a friendly, positive attitude
- Ability to work toward targets and help exceed them
- Confidence handling customer queries from all sources
- Motivation to deliver memorable customer experiences
- Ability to work effectively as part of a team
- Willingness to learn and maintain knowledge of Mulberry products, seasons, and Lifetime Service Centre operations
What We Do
Established in Somerset in 1971 around a kitchen table, Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a bold contemporary take on British heritage and a focus on responsible craft, our ambition is always to create progressive luxury pieces that are made to last. Sustainability has been at the heart of Mulberry since its inception, and in 2021, to mark our fiftieth anniversary, we launched our Manifesto. In it, we detail our commitment to be transformative in our thinking and actions in every area, from sourcing and manufacturing, to production, to our relationships with the communities around us. The Manifesto provides the foundations of its commitment to a regenerative and circular supply chain by 2030 – only then can we be a business that truly is Made to Last. Believing our bags should have long – if not multiple - lives, Mulberry offer customers artisanal repair and restoration services at our Lifetime Service Centre in Somerset. In 2020 we also introduced two new propositions: The Mulberry Exchange, a circular resale platform offering authenticated pre-loved Mulberry bags, including rare and archive styles, and Buy-Back, a service allowing customers the opportunity to trade in their existing Mulberry bag for credit towards a new purchase. Mulberry may now be a global brand, currently made up of over 1,200 employees all over the world, across offices, stores, and factories, but our values remain the same. As an equal opportunities employer, we are committed to Diversity, Equity, and Inclusion in the workplace, and we focus on improving our impact on people, as well as the planet
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