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Aftercare Expert (PT 18.75 hours)

Mulberry· Customer Care
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Chilcompton, SomersetPermanent Part-TimePosted 1w ago

About the role

Part-time Aftercare role based in Chilcompton, Somerset, delivering professional, proactive service for customers through the Lifetime Service Centre and overseeing repair and Mulberry Exchange processing.

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 necessary work required and all necessary paperwork is completed.
  • Provide clear and concise communication to all Mulberry customers sharing the quotation for the item, 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.

Qualifications

  • 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:Item processing and workflow managementCommunicationCustomer service
Last updated Oct 21, 2026. Interested? Apply on the company site.
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