Chanel Repair Services Advisor

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Engage with clients to understand and facilitate repair requests, providing appropriate solutions and maintaining transparent communication throughout the process
• Diagnose products being returned and determine optimal solutions, including in-house repair, external atelier referral, credit offers, or identifying unrepairable items
• Perform express repairs and minor technical repairs on leather goods and costume jewellery in accordance with Chanel repair standards and quality assurance protocols
• Manage all ACET administration with accuracy and timeliness, ensuring repairs are routed to relevant workshops within company guidelines
• Oversee spare-part inventory ordering and stock management for the boutique location
• Build and maintain strong client relationships through prompt, appropriate responses to queries and comprehensive stakeholder communication
• Process client credit notes via POS system and manage administration supporting key performance indicators
• Train Fashion Advisors on ACET projects within boutique environments
• Conduct interim stocktakes, monthly and quarterly repair audits, and accurately receipt deliveries against supporting documentation
• Maintain and develop expert product knowledge, disseminating quality information to boutique teams and relevant head office departments
• Liaise with department supervisors, operations managers, and aftersales leadership regarding client complaints and resolution
• Coordinate with the transport department to ensure timely repair collection and dispatch
• Maintain a supportive, reliable, and flexible approach with colleagues across all interactions

Qualifications

• Good understanding of luxury leather goods, costume jewellery, and ready-to-wear garments
• Practical repair skills with ability to perform minor technical and express repairs
• Strong problem-solving capability and capacity to assess individual client requests and identify tailored solutions
• Exceptional attention to detail and outgoing, communicative approach
• Demonstrated empathy and strong listening skills with positive, collaborative mindset
• Clear understanding of client expectations and professional communication abilities
• Proven experience managing workflow, prioritising responsibilities, and meeting deadlines
• Flexibility and responsiveness to ad hoc requests
• Willingness to actively participate in team meetings and feedback sessions

Skills

Experience

Experience demonstrating workflow management, responsibility prioritisation, and deadline adherence. Background in luxury retail, client services, or artisanal repair environments is advantageous. Prior exposure to repair coordination or boutique after-sales operations preferred.

Education

No specific educational requirements stated; however, advanced understanding of luxury goods craftsmanship and repair methodologies is valued.

Workplace

Benefits

Private Medical Insurance covering pre-existing conditions with family member options; Online GP App with 24/7 appointments available within 24 hours; Cycle Scheme participation for tax-exempt bike and accessories; Pension and Life Assurance; Retail Discounts across supermarkets, gyms, and leisure; Employee Assistance Programmes and mental wellbeing support lines; Arts & Culture ticket discounts across major London venues; Chanel product discounts and employee-only sales; Service Awards Programme offering Chanel products, retail vouchers, and additional holiday days at service milestones.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.