At a Glance
- Tasks: Deliver luxury customer service and resolve queries with warmth and efficiency.
- 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.
- Other info: Dynamic team environment with social events and career growth opportunities.
- Why this job: Be the voice of a luxury brand and create memorable customer experiences.
- Qualifications: Passion for customer service and excellent communication skills required.
The predicted salary is between 25000 - 30000 € per year.
Reporting to: Customer Care Supervisor
Location: Head Office, White City Place, West London
Contract Type: 3 month contract - 37.5 hour per week.
About Us
ME+EM is one of the UK's fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S. 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 Customer Care Advisor, you are the voice of ME+EM. You will deliver a warm, personalised, luxury-level service across all channels, ensuring every customer feels valued and supported. You will resolve queries with efficiency and empathy, create seamless experiences, and uphold our brand values through every interaction. From styling guidance to order resolutions, you will enhance the customer journey and play a vital role in strengthening loyalty and long-term engagement.
Responsibilities
- Deliver Luxury Service
- Provide outstanding support across phone, email, live chat and social channels.
- Resolve customer queries with ownership and confidence, aiming for first-contact resolution.
- Manage complex situations - late deliveries, incorrect or damaged items, complaints - with professionalism and care.
- Offer personalised styling advice, fit guidance and product recommendations tailored to our diverse customer base.
- Support VIP, staff and Friends & Family orders, ensuring a seamless and premium experience.
- Maintain ME+EM's brand tone of voice across all communication.
- Product Expertise
- Build strong knowledge of our collections, fabrics, fit and care.
- Stay informed through store visits, fit sessions, lookbooks and internal briefings.
- Flag product information gaps or inaccuracies to relevant teams.
- Operational Excellence
- Process orders, refunds, exchanges and replacements with accuracy.
- Track deliveries and proactively support customers with courier updates.
- Maintain precise customer records in line with GDPR and internal standards.
- Keep up to date with internal comms, SOPs and system changes.
- Report website issues, bugs and operational challenges promptly.
- Cross-Functional Collaboration
- Work closely with Retail, Torque, Harper Concierge and internal teams to support seamless daily operations.
- Share customer insights to help improve product experience, processes and website UX.
- Contribute to feedback sessions with a strong customer-first mindset.
- Brand Consistency
- Uphold ME+EM's luxury service standards in every interaction.
- Remain calm, warm and accurate during busy or fast-paced periods.
- Represent the brand with pride and embody ME+EM's values.
Skills
- A genuine passion for luxury customer service and delivering memorable experiences.
- Excellent communication skills with warmth, empathy and a polished written tone.
- Strong styling instinct or enthusiasm to develop collection and product knowledge.
- Highly organised, efficient and confident multitasking across systems.
- Solution-focused, calm under pressure and resilient during peak trading periods.
- A collaborative team player with a positive attitude and continuous improvement mindset.
- Exceptional attention to detail, especially when managing customer data and orders.
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.
Equal Opportunities Statement
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 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 Advisor employer: ME AND EM
At ME+EM, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture in the heart of West London. Our commitment to employee growth is reflected in our generous benefits package, including 33 days of annual leave, a day off for your birthday, and opportunities for professional development. Join our passionate team where your contributions are valued, and enjoy a fun, fast-paced environment that celebrates creativity and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor
✨Tip Number 1
Get to know ME+EM inside out! Familiarise yourself with our collections, fabrics, and the luxury service we pride ourselves on. This knowledge will help you stand out in interviews and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your communication skills! As a Customer Care Advisor, you'll need to deliver warm and personalised service. Role-play common customer scenarios with friends or family to build your confidence and empathy.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the company culture and even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and really want to be part of the ME+EM family. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Show Your Passion for Customer Care:When writing your application, let your enthusiasm for luxury customer service shine through. Share specific examples of how you've gone above and beyond to create memorable experiences for customers.
Tailor Your Application:Make sure to customise your application to reflect the values and tone of ME+EM. Use language that resonates with our brand and highlight your relevant skills and experiences that align with the role of a Customer Care Advisor.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. This will help us quickly see why you’d be a great fit for our team!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at ME AND EM
✨Know the Brand Inside Out
Before your interview, dive deep into ME+EM's collections, values, and customer service ethos. Familiarise yourself with their luxury offerings and recent store openings. This knowledge will not only impress but also help you align your answers with the brand's tone.
✨Showcase Your Customer Service Skills
Prepare to discuss specific examples of how you've delivered exceptional customer service in the past. Think about times when you resolved complex issues or provided personalised recommendations. Highlight your ability to remain calm and professional under pressure, especially during busy periods.
✨Practice Empathy and Communication
Since the role requires a warm and approachable manner, practice articulating your thoughts clearly and empathetically. You might even want to role-play common customer scenarios with a friend to refine your responses and ensure you convey warmth and understanding.
✨Be Ready to Collaborate
ME+EM values teamwork, so be prepared to discuss how you've worked effectively with others in previous roles. Share examples of how you’ve contributed to team success and how you can bring that collaborative spirit to the Customer Care Advisor position.
