Global POS Coordinator

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

The POS Coordinator will be responsible for the efficient and effective management of all Point of Sale (POS) related support tickets, ensuring timely resolution, clear communication, and high levels of user satisfaction. This role directly supports retail store operations by minimising POS downtime and optimising system functionality, while also contributing to ongoing process improvements and store training.

This role is offered on a full time, permanent basis and will be based in our Horseferry House, London office for 4 days per week.

RESPONSIBILITIES

The POS Coordinator will:

• Ticket Management & Resolution: Serve as the primary point of contact for all incoming POS support tickets, meticulously logging, prioritizing, and escalating issues as necessary.
• Troubleshooting & Diagnosis: Conduct initial troubleshooting and diagnosis of POS issues (covering hardware, software, and network connectivity) to identify root causes and determine appropriate resolution paths.
• SLA Adherence: Ensure all tickets are addressed and resolved within defined Service Level Agreements (SLAs), proactively communicating status updates to affected users.
• Cross-Functional Collaboration: Collaborate effectively with internal IT teams, external vendors, and retail operations departments to facilitate the swift resolution of complex POS issues.
• User Communication & Support: Provide clear, concise communication to store teams regarding ticket status, resolution steps, and preventative measures. Offer individual support and guidance when needed.
• Issue Replication & Testing: Assist with the replication of reported POS issues and conduct thorough testing of proposed solutions or new system builds to validate fixes before deployment.
• Knowledge Base Contribution: Document common issues, their resolutions, and best practices to build and maintain a comprehensive POS knowledge base for both users and support teams.
• Feedback & Continuous Improvement: Gather and analyse user feedback on POS functionality and support processes, identifying recurring issues and suggesting proactive solutions or training needs to prevent future incidents.
• Process Enhancement: Identify opportunities to streamline and improve existing POS support workflows and actively contribute to the evolution of ticket management governance.
• Performance Tracking: Track key performance indicators (KPIs) related to ticket volume, average resolution time, and user satisfaction, providing regular reports to management.
• Retail Training & Communication: Create and maintain up-to-date training documentation, and effectively communicate training materials and updates to retail store teams.
• Ad-hoc project support: Provide ad-hoc support for business-as-usual retail projects across key commercial moments and initiatives.

PERSONAL PROFILE

• Possess a strong understanding of POS systems, end-to-end retail processes, and specific POS software
• Have a sound understanding of luxury retail environments, customer journeys, and operational expectations.
• Proven ability to diagnose, troubleshoot, and resolve technical issues efficiently and methodically.
• Demonstrate excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to non-technical users. Able to clarify understanding by asking thoughtful, probing questions.
• Exhibit a strong commitment to providing exceptional support and ensuring high user satisfaction.
• Capable of working comfortably and effectively without constant supervision, taking initiative to resolve issues and propose process improvements.
• Possess a keen eye for detail, ensuring thorough troubleshooting and accurate documentation.
• Comfortable working in a dynamic environment with quick turnaround requirements for ticket resolution.

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