Customer Care Supervisor

ME AND EM; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading luxury fashion brand is seeking a Customer Care Supervisor to drive service excellence and team leadership. This full-time role involves operational oversight, developing team members, and ensuring adherence to KPIs in a fast-paced environment. Join a passionate team that values diversity and strives for continuous improvement.

Benefits

33 days annual leave

Birthday day off

Pension Scheme

Group Life Insurance

Employee Assistance Programme

Length of Service Award

Refer a Friend Scheme

Generous Staff Discount

Annual Volunteer Day

Cycle to Work Scheme

Enhanced maternity and paternity package

Qualifications

• Strong coaching and communication abilities essential.
• Organised, detail-oriented, and able to remain calm under pressure.
• Customer-first approach particularly within luxury service environments.

Responsibilities

• Monitor team schedules to ensure efficient channel coverage.
• Lead, coach, and support Advisors with performance reviews.
• Manage workforce scheduling and ensure coverage across all channels.

Skills

Coaching

Communication

Organisation

Customer-first approach

Analytical mindset

Tools

CX platforms

Reporting tools

Job description

Job Role: Customer Care Supervisor

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.

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 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.