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- Tasks: Lead a team to deliver exceptional customer care and ensure smooth daily operations.
- Company: Join ME+EM, a fast-growing luxury fashion brand with a vibrant culture.
- Benefits: Enjoy 33 days annual leave, birthday off, and generous staff discounts.
- Why this job: Be part of a supportive team that values creativity and continuous improvement.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
- Other info: We celebrate diversity and encourage all backgrounds to apply.
The predicted salary is between 28800 - 42000 £ per year.
Reporting to: Head of Customer Care
Location: Head Office, White City Place, West London
Contract type: Full Time, 37.5 hours per week
About Us
ME+EM is one of the UK's fastest-growing luxury fashion brands. As a direct-to-consumer business we operate in a truly omnichannel way, with an extremely successful online store, monthly mailings and stores in London, Edinburgh and concessions in Harrods and Selfridges. Our exciting growth continues in spring 2024 with the opening of our first US stores.
At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.
Our office and stores are always busy and fast paced, but we work just as hard to make sure it's fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone's hard work is rewarded. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.
About the Role
As a Supervisor in the Customer Care Department, you play a key role in leading service excellence - either by managing a team or owning critical Customer Care processes. Alongside your specialist focus, you will contribute to the smooth running of the daily floor operation ensuring adherence to KPIs and supporting Advisors to deliver outstanding Customer Care. Whether through people leadership or operational ownership, you'll drive performance, uphold service standards, and contribute to a culture of continuous improvement, whilst upholding the brand's commitment to excellence and luxury.
Job Responsibilities:
- Operational Oversight
- Monitor dashboards and team schedules to ensure efficient channel coverage.
- Reallocate resources during spikes in contact volume to maintain service levels.
- Act as first-line escalation for complex customer issues.
- Communicate updates and process changes clearly to the team.
- Monitor internal Slack channels, flag issues, and identify recurring challenges.
- Lead, coach, and support Advisors with regular 1:1s, performance reviews, and development plans.
- Conduct quality audits and deliver feedback sessions to maintain high QA standards.
- Onboard and train new team members.
- Foster team culture through motivation, engagement, and recognition.
- Deliver micro-training sessions on tools, tone of voice, and seasonal updates.
- Escalate tech issues or feature requests to relevant teams.
- Drive continuous improvement in CX by identifying and addressing process gaps.
- Maintain internal documentation including Help Centre articles, SOPs, and canned responses.
- Manage workforce scheduling and ensure coverage across all channels.
- Build dashboards and reports to track performance and inform decisions.
- Own admin tasks such as manual refunds and coordinating team sessions.
Skills:
- Strong coaching and communication abilities.
- Organised, detail-oriented, and calm under pressure.
- Customer-first approach, especially within luxury service environments.
- Proficient with CX platforms and reporting tools.
- Data-driven, analytical mindset with a proactive problem-solving approach.
Employee Benefits:
- 33 days annual leave for full time employees (25 days holiday + 8 bank holidays)
- A day off to celebrate your birthday.
- Pension Scheme
- Group Life Insurance
- Employee Assistance Programme (EAP)
- Length of Service Award
- Refer a Friend Scheme
- Staff uniform for retail employees
- Generous Staff and Friends and Family Discount
- Annual Volunteer Day
- Cycle to Work Scheme
- Tech Scheme
- Eye Care Vouchers
- Real Living Wage Employer
- Employee led committees
- Social events and biannual parties
- Enhanced maternity and paternity package after 2 years of service.
ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
Please email [email protected] should you require any adjustments needed to take part in this recruitment process.
Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.
Customer Care Supervisor employer: ME AND EM
Contact Detail:
ME AND EM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Supervisor
✨Tip Number 1
Familiarise yourself with ME+EM's brand values and customer service philosophy. Understanding their commitment to luxury and excellence will help you align your responses during interviews and demonstrate that you're a good fit for their culture.
✨Tip Number 2
Prepare examples of how you've successfully led teams or improved customer service processes in previous roles. Highlighting your experience in coaching and developing team members will show that you can contribute to their focus on service excellence.
✨Tip Number 3
Research common challenges in customer care within the luxury sector. Being able to discuss these challenges and propose solutions will demonstrate your proactive problem-solving approach and your understanding of the industry.
✨Tip Number 4
Network with current or former employees of ME+EM, if possible. Gaining insights into the company culture and expectations can give you an edge in your application and help you tailor your approach to what they value most.
We think you need these skills to ace Customer Care Supervisor
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand ME+EM's culture and values. Highlight your alignment with their entrepreneurial spirit and commitment to service excellence in your application.
Tailor Your CV: Make sure your CV reflects relevant experience in customer care and team leadership. Use specific examples that demonstrate your ability to manage teams, improve processes, and deliver outstanding customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for luxury service environments and your proactive problem-solving skills. Mention how your previous experiences have prepared you for the role of Customer Care Supervisor.
Highlight Relevant Skills: In your application, emphasise your strong coaching abilities, organisational skills, and experience with CX platforms. Make sure to mention any data-driven approaches you've used to enhance customer experience.
How to prepare for a job interview at ME AND EM
✨Showcase Your Leadership Skills
As a Customer Care Supervisor, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully coached and developed team members in the past.
✨Demonstrate a Customer-First Mindset
ME+EM values a customer-first approach, especially in luxury service environments. Share specific instances where you went above and beyond for a customer or resolved a complex issue effectively.
✨Be Data-Driven
The role requires an analytical mindset. Familiarise yourself with key performance indicators (KPIs) relevant to customer care and be ready to discuss how you've used data to drive improvements in previous roles.
✨Prepare for Operational Scenarios
Expect questions about managing team schedules and reallocating resources during busy periods. Think of examples from your experience where you successfully handled operational challenges and maintained service levels.
