1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Customer Service Manager
Burberry Limited | Henderson, Nevada
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Job Description

Req ID: 105784


Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.


To Coach and Develop a team of Customer Service Consultants and Team Leaders to deliver first-class, physical and digital luxury service. Driving both performance and potential, the CSM is accountable for achieving the company’s Global Service Levels, by effectively measuring and tracking all aspects of Quality and Productivity.


  • Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels.
  • Ensure each consultant has a personal development plan (PDP), with goals and objectives set according to individual development needs.
  • Schedule monthly consultant 1:1 meetings to review performance, coach and give feedback, in line with individual PDP’s.
  • Measure the Customer (Burberry) Experience across all contact channels through objective and impartial internal Quality Monitoring
  • Utilise Management Information and available reporting to coach, give feedback, and manage individual and team performance.
  • Attend team and other departmental meetings where required, ensuring promotion and adherence to customer service strategic objectives at all times.
  • Recognise and reward consultants appropriately where outstanding performance has been identified.
  • To investigate complex customer escalations thoroughly, liaising with other departments where necessary, to make solutions-focused and helpful recommendations for resolution.
  • Partner with Customer Service Trainer on individual employee development, and team training needs.
  • Take an active role in the Recruitment process end-to-end, assisting with initial screening, assessment centres, and interviews where necessary.
  • Maintain a specialist understanding and knowledge of all policies and processes to deliver credible and impactful coaching conversations.
  • Partner with other managers to ensure that team huddles are planned and conducted daily, ensuring awareness of priorities and company briefings.
  • Manage claims for order refunds and customer goodwill, in accordance with Burberry policy.
  • Follow all internal HR company policy and procedure carefully and responsibly, partnering with local representatives wherever needed to manage individual performance concerns or issues.


  • Passionate about delivering a sensational, luxury customer experience.
  • Able to work collaboratively.
  • Excellent verbal and written communication skills.
  • Strong problem solving capability.
  • Ability to multi-task and deal with multiple projects simultaneously.
  • Robust and confident.
  • Be available to work flexible shifts.
  • Demonstrates initiative through proactive approach in developing people and processes.
  • Demonstrates a positive and helpful attitude at all times.
  • Demonstrable Contact Centre Supervisory / lead experience (min 2 yrs).
  • Experience of managing teams and driving results in a highly dynamic environment.
  • Proven record of delivering performance improvements through coaching.
  • Retail experience desirable.
  • Digital Commerce experience desirable.
  • Luxury experience desirable.
  • Language skills desirable.


Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: USA || Nevada (US-NV) || Las Vegas || Customer Resources || Customer Service || n/a ||

About Burberry Limited

Find Burberry's complete line of designer handbags, men's and women's clothing, and accessories at the Burberry official online store.

This company profile was created by AfterCollege and is about Burberry Limited. This page is not endorsed by or affiliated with Burberry Limited. For questions regarding company profiles, please email: care@aftercollege.com.