- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Oct 7, 2026
About Burberry
Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.
The Aftercare Consultant delivers a luxury customer experience by managing aftercare enquiries and cases end to end, coordinating product assessments, repairs, payments and shipping while maintaining clear client communication. The role works across store teams, Global Customer Service and repair partners, supports sales and regional initiatives, and gathers feedback to enhance service and product quality.
Role & Responsibilities
- Manage customer enquiries and cases end to end, both face to face in store and via phone, email and messaging.
- Assess intervention requests and products for faults or wear and tear, confirming diagnoses with the QA team, BM and partners.
- Create client profiles.
- Log cases and record progress throughout the client journey, including compiling data for reporting.
- Liaise with repair centres regarding available repairs, costs and timescales.
- Anticipate and understand customer needs with empathy and intuition, resolving service- or product-related issues using specialist aftercare knowledge.
- Make confident decisions in the moment to build client trust and resolve cases.
- Communicate clearly with clients throughout the journey, maintaining elevated touchpoints and clarifying next steps through to resolution.
- Liaise between Global CS and stores to optimise the client journey and ensure effective communication with the relevant store department, including escalated digital Aftercare cases requiring store intervention.
- Arrange client payments before shipping, using POS and remote methods appropriate to the client.
- Coordinate shipping and the movement of items into and out of the store, to partners, repair centres and clients before, during and after service completion.
- Prioritise workloads as demands change across the operating window, liaising with FOH management as needed to balance support.
- Gather client feedback to improve services.
- Gather product information to share with the Quality Team to improve products.
- Provide FOH cover for walk-in requests throughout the day.
- Prepare for appointments booked through the .com appointment system by assembling necessary tools such as Bag Restore, reviewing client profiles and retrieving items from storage as appropriate.
- Brief store teams on upcoming Aftercare appointments and partner with Client Advisors to support sales of the new collection while Aftercare is being conducted.
- Handle Aftercare complaints and seek support for escalated cases when necessary.
- Support new regional Aftercare initiatives, ensuring store teams understand their positive impact on the client experience.
- Perform Aftercare ceremonies that delight clients in the moment, such as refreshing a scarf while a client browses the store.
- Work collaboratively and build and maintain relationships with store and global colleagues.
Qualifications
- Passion for delivering exceptional customer service.
- Ability to act as an ambassador for the brand and its products.
- Excellent verbal and written communication skills.
- Ability to work collaboratively.
- Proactive approach and initiative.
- Positive attitude.
- Resilience in difficult conversations.
- Strong understanding of customer service needs and internal and external customer priorities.
- Strong attention to detail and ability to handle multiple tasks simultaneously and precisely.
- Excellent organisational skills and ability to manage conflicting priorities.
- Ability to project an approachable, professional image through personal appearance, manner and demeanour.
Skills
Workplace
The role is situated in London, England, UK.
Explore jobs in England or in the UK.
Culture
Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Burberry, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Aftercare Advisor», «Customer Care Consultant», «Client Services Advisor», «Product Care Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.