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For Companies At a Glance
- 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, discounts, and social events.
- 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 - 43200 £ per year.
Job Description
Job Role: Customer Care Supervisor
Reporting to: Head of Customer Care
Location: Head Office, White City Place, West London
Contract type: 1 Year Fixed term contract – Full Time, 37.5 hours 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 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.
Team Leadership & Development
- 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.
Training & Process Improvement
- 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.
Operational Efficiency & Reporting
- 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 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+EM Ltd
Contact Detail:
ME+EM Ltd 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 effectively manage and inspire others.
✨Tip Number 3
Brush up on your knowledge of customer experience (CX) platforms and reporting tools. Being able to discuss specific tools you've used and how they contributed to operational efficiency will set you apart as a candidate who is ready to hit the ground running.
✨Tip Number 4
Demonstrate your analytical mindset by preparing to discuss how you've used data to drive improvements in customer service. Be ready to share specific metrics or KPIs you've worked with, as this will showcase your data-driven approach to problem-solving.
We think you need these skills to ace Customer Care Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and team leadership. Use specific examples that demonstrate your ability to manage teams, improve processes, and deliver excellent customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the luxury fashion industry and how your skills align with ME+EM's values. Mention your experience in coaching and developing teams, as well as your data-driven approach to problem-solving.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to convey information clearly and effectively. Use concise language and structure your application logically.
Highlight Your Customer-Centric Approach: Emphasise your customer-first mindset throughout your application. Provide examples of how you've successfully handled complex customer issues and contributed to a culture of service excellence in previous roles.
How to prepare for a job interview at ME+EM Ltd
✨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 to resolve customer issues or enhance their experience.
✨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 Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to manage a spike in contact volume or handle a complex customer issue, and think through your responses in advance.
