Lifetime Service Centre

Founded in 1971 in Somerset, England, today Mulberry is a truly global fashion company and the largest manufacturer of luxury leather goods in the United Kingdom. Across all locations, we are united by our employee values: Be Bold, Be Open, Be Responsible, Be Imaginative.

If these are values you share, we would love you to join our team.

The Role:
Administrating and processing all repairs and returns that come into Lifetime Service Centre. Ensuring all targets and working requirements are met in the agreed time frame by working closely with all of the Repair teams.

Duties & Responsibilities:

- Record all incoming customer and resale repairs on internal system and communicate lead times as well as managing customer expectations.
- Accurately fill in all relevant paperwork so that the item can pass through the Lifetime Service Centre efficiently.
- Communicate regularly with both Mulberry stores and 3rd parties to keep customer and resale repairs moving through the system efficiently
- Maintain internal processes accurately to ensure customer and resale repairs are easily located
- Ensure all faults are recorded accurately so the information can be used by the Quality Repairs Analyst.
- Establish and maintain strong relationships with key areas of the company, including - MEDC Warehouse Team, Quality team, Retail Op’s, Customer Services.
- Communicate regularly with both Mulberry stores and 3rd parties to keep customer and resale repairs moving through the system efficiently.
- Brand:

- 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.

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- Skills and Experience Required:

- Strong communication skills - verbal and written.
- Able to identify problems both broadly and in depth and plan accordingly, with the ability to work collaboratively with cross functional departments to solve problems
- Motivated to deliver a luxury customer service
- Excellent prioritisation skills with the ability to identify new priorities and adapt plans
- Enjoys being part of a team.
- Displays a high level of functional expertise in own field and constantly updates knowledge to ensure expertise remains relevant e.g. QC knowledge of Mulberry products and materials
- Proven ability at understanding and analysing repair faults/goodwill gestures and sharing with relevant stake stakeholders
- Able to keep calm under pressure, retaining a friendly and positive can-do attitude at all times
- Displays a positive personal impact with inner confidence and can communicate effectively with internal and external stakeholders

Other:

- Flexibility to travel when required.