Overview
Introduction
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.
We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
Job Purpose
Burberry is looking for a talented Global POS Coordinator to join our team in London. Within this position you will be responsible for efficiently managing all Point of Sale (POS) related support tickets, ensuring timely resolution, clear communication, and high user satisfaction. You will support retail by minimising POS downtime, enhancing system performance, and driving process improvements and training.
This is a full-time, permanent role, based at our Horseferry House office 4 days per week.
Key Responsibilities
- Ticket Management & Resolution: Primary contact for all POS support tickets—log, prioritise, and escalate as needed.
- Troubleshooting & Diagnosis: Perform initial diagnosis of hardware, software, and connectivity issues to identify root causes.
- SLA Adherence: Resolve tickets within defined Service Level Agreements SLAs, proactively updating users and tracking key KPIs.
- Cross-Functional Collaboration: Work with IT, vendors, and retail teams to resolve complex POS issues.
- User Communication & Support: Provide clear communication to stores on ticket status, resolutions, and offer individual support.
- Issue Replication & Testing: Assist in replicating issues and testing fixes or new builds before deployment.
- Knowledge Base Contribution: Document common issues and best practices to maintain a robust POS knowledge base.
- Feedback & Continuous Improvement: Gather user feedback to identify recurring issues and suggest proactive solutions or training.
- Process Enhancement: Identify opportunities to improve POS support workflows and ticket governance.
- Performance Tracking: Track KPIs on ticket volume, resolution time, and user satisfaction; report regularly to management.
- Training & Projects: Maintain training materials, support retail communication, and assist with BAU projects.
Personal Profile
- Strong understanding of POS systems, end-to-end retail processes, and specific POS software, with knowledge of luxury retail environments, customer journeys, and operational expectations.
- Proven ability to diagnose, troubleshoot, and resolve technical issues efficiently and methodically.
- Excellent communication skills, able to convey technical information clearly to non-technical users and clarify understanding through thoughtful questions.
- Committed to providing exceptional support and ensuring high user satisfaction.
- Works comfortably and effectively, taking initiative to resolve issues and suggest process improvements.
- Adaptable to dynamic environments with quick turnaround requirements for ticket resolution.
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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: United Kingdom || Not Applicable || London || COMMERCIAL RESOURCES || CORPORATE – RETAIL STANDARDS & OPERATIONS || n/a ||
