Ten Group is hiring a

Customer Care Advisors - Style.com - London

We are looking for passionate, motivated and resourceful people to join our fast-growing, dynamic team in London. Ten provides award-winning intelligent support to private members, corporate clients and professional communities. Our lifestyle concierge business has offices all over the world and is growing fast. We are passionate about service and use our insider know-how, contacts and buying power to help our members get the most from life, wherever they are in the world. We organise everything from luxury travel to gift buying or access to exclusive restaurants, clubs and events.

Purpose of the role

Launching in September 2016, Condé Nast Ecommerce (aka Style.com) is a new and innovative ecommerce start-up, formed from and invested in by Condé Nast and Condé Nast International. It is the first time in their history of 107 years they have come together with the intention of building the next leading ecommerce lifestyle destination for premium and luxury brands. The platform will bring together luxury content, innovative technology, exclusive brands and a personalised consumer centric experience, with Ten Group providing all phone and email support for customer service enquiries from the website.

Working within a dedicated team of Style.com Customer Care Advisors you will help the customer with any element of their experience. From sizing and styling to delivery and returns, your job will be to deliver an exceptional experience to the client at every touch point.

Key responsibilities

This will be a dynamic, varied and fast paced account. Style.com will offer womenswear, menswear, accessories, lingerie, beauty and grooming for launch all presented to the customer in a rich editorial environment. Your role will be to help the customer with any enquiry that they may have; engage with the customer to drive sales and resolve any issues efficiently and effectively. Customers can contact via phone, email or social media with live chat coming soon.


You will handle a high volume of calls/emails and need to engage with the customer to understand their needs requirements quickly. You will be highly expert and knowledgeable about Style.com and will have a passion for fashion.


Core duties will include:

  • Helping customers with their enquiries:
    • Product advice – sizing, styling, sold out, product recommendations
    • Placing orders for the customer
    • Order fulfilment – cancelations dispatch delays
    • Delivery – missed deliveries, custom clearance
    • Returns – creating returns, managing refunds
    • Voice of the Customer follow up contact
    • High Spender outreach phone calls You will follow the Style.com communication guidelines in all customer interactions across all channels:
  • Product advice – sizing, styling, sold out, product recommendations
  • Placing orders for the customer
  • Order fulfilment – cancelations dispatch delays
  • Delivery – missed deliveries, custom clearance
  • Returns – creating returns, managing refunds
  • Voice of the Customer follow up contact
  • High Spender outreach phone calls You will follow the Style.com communication guidelines in all customer interactions across all channels:
  • Working simultaneously from three systems including two internal systems and elevated permissions version of Style.com
  • Drive revenue by converting all product leads into sales
  • Liaising directly with luxury fashion brands to follow up on customer orders and queries
  • Feeding back all key customer themes to the Style.com team