At a Glance
- Tasks: Deliver luxury customer service across various channels and resolve queries with empathy.
- Company: Join ME+EM, a fast-growing luxury fashion brand with a vibrant culture.
- Benefits: Enjoy 33 days annual leave, competitive pay, and a fun work environment.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Be the voice of a luxury brand and create memorable customer experiences.
- Qualifications: Passion for luxury service, excellent communication skills, and a collaborative spirit.
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)
Customer Care Advisor in London employer: ME AND EM
At ME+EM, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture that fosters creativity and collaboration. Our team members enjoy generous benefits, including 33 days of annual leave, and are encouraged to grow through continuous learning and development opportunities. Located in the dynamic White City Place, West London, our fast-paced environment is balanced with fun social activities, making it a rewarding place to contribute to the success of one of the UK's leading luxury fashion brands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor in London
✨Tip Number 1
Get to know ME+EM inside out! Familiarise yourself with their collections, values, and customer service style. This will help you connect with the brand during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since you'll be the voice of ME+EM, it's crucial to convey warmth and professionalism. Try role-playing common customer scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to gain insights about the company culture and the role. They might even share tips that could give you an edge in the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for joining the ME+EM team right from the start!
We think you need these skills to ace Customer Care Advisor in London
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for luxury customer service and how you connect with our brand values.
Tailor Your Application:Make sure to customise your application for the Customer Care Advisor role. Highlight your relevant experience and skills that align with the responsibilities listed in the job description. This shows us you’ve done your homework!
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on communicating your ideas effectively – we want to understand your thoughts without any confusion.
Apply Through Our Website:Don’t forget to submit your application 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 to do!
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 their brand tone.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight situations where you resolved queries with empathy and efficiency, especially in challenging scenarios. This will demonstrate your fit for the role as the voice of ME+EM.
✨Practice Active Listening
During the interview, practice active listening. Make sure to engage with the interviewer by nodding and responding thoughtfully to their questions. This shows that you value communication, a key aspect of the Customer Care Advisor role.
✨Emphasise Team Collaboration
ME+EM values teamwork, so be ready to discuss how you've successfully collaborated with others in previous roles. Share specific examples of how you contributed to team success and how you can bring that collaborative spirit to their fast-paced environment.
