Customer Care Advisor

Location:

Head Office, White City Place, West London

Contract Type:
Full Time 37.5 hour per week (6 month fixed term contract)

ME+EM is one of the UK’s fastest-growing luxury fashion brands, with a strong global digital presence and stores across the UK, including London and Edinburgh, alongside concessions within Harrods and Selfridges. We are also continuing our exciting international expansion across the U.S, with new stores opening across key markets.

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.

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, 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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…