--- title: 'Customer Care Advisor at Mulberry' canonical: 'https://feeny.ai/job/customer-care-advisor-mulberry-chilcompton-wp5zd0kmeqb2' type: 'job' last_seen: '2026-09-07' --- # Customer Care Advisor at Mulberry - **Company:** Mulberry - **Location:** Chilcompton, United Kingdom - **Employment:** part-time - **Work type:** hybrid - **Posted:** 2026-08-25 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/mulberry/55542c15-c955-437a-91b9-d955fc6496e3 ## Job description Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit. 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. To do this our people are honest, dynamic, and community spirited. 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. This is a 18.75 hour contract. 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: Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit. 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, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community. Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally. Skills And Knowledge 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 A strong understanding of Social Media Platforms Works cooperatively and effectively with others in a team to achieve shared objectives Reliable, punctual, adaptable and quick thinking Ability to multitask Displays strong interpersonal effectiveness Can identify and understand individual client needs, wants and expectations Customer services experience is essential Supporting innovation and propose creative solutions Experience in a luxury retail sales environment is advantageous ## About Mulberry ## Company Overview - **One-liner**: A British luxury lifestyle brand, best known for its iconic leather handbags and accessories, emphasizing British craftsmanship. - **Entity Type**: Public (Mulberry Group plc, Ticker: MUL on the London Stock Exchange AIM) - **Headquarters**: The Rookery, Chilcompton, Somerset, England, UK - **Founded**: 1971 in Somerset, England - **Founders**: Roger Saul ## Core Business - **Primary industry/industries**: Luxury Fashion, Leather Goods, Accessories - **Target customers**: B2C, targeting luxury-conscious consumers globally; a mix of direct-to-consumer via their own channels and wholesale partnerships. - **Mission or purpose statement**: To be a global luxury lifestyle brand, driven by creativity, craftsmanship, and community, with a long-term strategy for sustainable growth. Their "Made to Last" manifesto and B Corp certification underscore a commitment to a regenerative and circular business model. ## Products & Services - **Leather Handbags & Accessories**: The core commercial focus, including iconic ranges (e.g., Bayswater, Alexa) and new bestsellers. These are the brand's most recognized products, with a strong emphasis on British manufacturing. - **Lifestyle Range**: A complementary collection including soft accessories, footwear, luggage, ready-to-wear, jewellery, and eyewear. - **Men's Collection**: A dedicated range of leather goods, accessories, and apparel for men. - **Aftercare & Repair Service**: A lifetime service for their products, reinforcing their "Made to Last" ethos and commitment to sustainability. - **Digital Experience**: A comprehensive omni-channel offer including mulberry.com, which ships to 190+ countries and operates in 9 currencies and 5 languages. ## Market Standing - **Valuation/Market Cap**: Not publicly available direct from search results; as a publicly-traded company on AIM, this fluctuates daily. - **Key Metric**: As of 2026, the company is focused on revenue growth as its key performance indicator. Approximately 90% of sales come from direct-to-customer channels (Retail, Franchise, and Digital). - **Notable Investors/Partners**: Major shareholders include Challice Limited (56.4%) and Frasers Group (37%). Key digital partners in high-potential markets include JD.com, Tmall, and Vip.com in China. - **Growth Signals**: - **B Corp Recertification (2026)**: One of the first UK businesses to recertify under B Lab UK's new, more rigorous standards, signaling a strong commitment to ethical and sustainable practices. - **Global Expansion**: Operates over 120 owned and partner stores across 25 countries, with strategic focus on high-potential Asian markets (China, Hong Kong, Japan, Korea). - **Digital Leadership**: Digital sales account for approximately 20% of total brand sales through consistent platform investment. - **Manufacturing Capacity**: Continues to invest in its two Somerset factories, which manufacture approximately 50% of its bags, providing a unique agile supply chain. ## Competitive Advantages - **"Made in England" Heritage & Manufacturing**: A significant moat. Being the largest manufacturer of luxury leather goods in the UK, with dedicated factories and an apprenticeship program fostering craftsmanship, provides authenticity and a unique value proposition that competitors find hard to replicate. - **Strong Brand Identity**: A playful, uniquely British blend of creativity and culture, embodied by iconic product lines and a strong heritage spanning over 50 years. - **Direct-to-Customer Model**: With ~90% of sales coming from its own channels, Mulberry has strong control over brand experience, customer data, and margins. - **Commitment to Sustainability**: The B Corp certification and "Made to Last" manifesto provide a compelling narrative for environmentally-conscious consumers, differentiating it from many luxury players. ## Strategic Focus - **Customer-Led Innovation**: Focusing on product innovation and superior customer experience, particularly in leather accessories. - **International Growth**: Penetrating high-potential markets in Asia through joint ventures and strategic digital partnerships. - **Omnichannel Excellence**: Deepening the integration of digital sales, physical retail, and concessions to provide a seamless customer experience. - **Continuing the "Made in England" Strategy**: Further investment in its Somerset factories to leverage the speed and agility of UK manufacturing. - **Strengthening the Lifestyle Range**: Developing complementary categories like shoes, ready-to-wear, and jewellery to expand the brand's lifestyle appeal. ## Why Work Here - **Culture & Values**: The company emphasizes a community feel rooted in its family business origins. Employee values are "Be Open, Be Bold, Be Imaginative, Be Responsible." - **Sustainability Leadership**: Working for a company that is a certified B Corp and is actively working towards regenerative and circular practices is a significant draw for mission-driven talent. - **Craftsmanship & Heritage**: Unique opportunities to work in a business with deep roots in British manufacturing. The award-winning apprenticeship program in Leather Goods Manufacturing offers a rare path into skilled craft roles. - **Work Policy**: Roles are primarily on-site, particularly in factories (Somerset) and the design studio (London). Some office-based roles in London offer a hybrid working pattern. - **Global Opportunities**: With offices in London, New York, Paris, Hong Kong, Tokyo, Seoul, and stores in over 25 countries, there are potential opportunities for international career development. - **Learning & Development**: A strong tradition of internal progression, especially from the apprenticeship program into roles across product development, planning, and market support. ## Sources 1. [Mulberry Careers Page](https://www.mulberry.com/gb/information/mulberry-careers) 2. [Mulberry Careers (Lever)](https://jobs.lever.co/mulberry) 3. [Mulberry Company Profile](https://www.mulberry.com/gb/company-profile) 4. [Mulberry Responsibility - People](https://www.mulberry.com/us/responsibility/people) 5. 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