Customer Care Expert

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.

The 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: · Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.· 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 & Experience 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. · An understanding of Social Media Platforms. · Works cooperatively and effectively with others in a team to achieve shared objectives· Reliable, punctual and quick thinking.· Ability to multitask.· Displays strong interpersonal effectiveness.· Can identify and understand individual client needs, wants and expectations.· Experience in a luxury retail sales environment or Customer Services is advantageous. Other: · Bank Holiday cover including Boxing day 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- 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 Help@Hand - a wellbeing service featuring remote GP appointments, mental health support, physiotherapy, personal training & retail discounts