Location: Kensington, London
Department: Customer Service
The Role
At LUCA FALONI, Customer Service plays a fundamental role in delivering the level of service and experience expected from a luxury brand.
We are looking for an experienced, highly organised and hands-on Customer Service Coordinator to support the Customer Service Manager in ensuring the efficient, consistent and high-quality operation of our Customer Service Team.
The Customer Service Coordinator will support the day-to-day coordination of the Customer Service team, helping ensure that service standards, procedures and protocols are consistently implemented and that the team operates with the structure, knowledge and support required to deliver an exceptional experience to every customer.
This is not purely a customer-facing role. It requires previous experience coordinating, supervising or managing Customer Service teams, with an understanding of the operational discipline required to run an effective Customer Service function.
Working closely with the Customer Service Manager, you will support team organisation and performance, quality and service standards, escalations, process implementation and continuous improvement. You will also act as a key point of coordination with other areas of the business to ensure customer matters are resolved effectively and efficiently.
The objective is to combine exceptional service with operational excellence: ensuring our customers receive thoughtful, knowledgeable and efficient support while creating the structure, processes and working environment that allow our Customer Care team to perform at its best.
Key Responsibilities
Customer Service Operations & Team Coordination
- Support the Customer Service Manager in the day-to-day coordination and effective operation of the Customer Service team.
- Help organise team priorities and workloads to ensure appropriate coverage, responsiveness and service levels across customer contact channels.
- Provide hands-on guidance and support to Customer Service team members, ensuring queries and cases are handled accurately, efficiently and in line with LUCA FALONI standards.
- Support the implementation and consistent application of Customer Service procedures, protocols, workflows and service standards.
- Help maintain strong operational discipline across the function, ensuring actions are followed through and customer cases are brought to appropriate resolution.
- Support the Customer Service Manager with team onboarding, training and ongoing development, helping build product knowledge, service capabilities and consistency across the team.
- Provide appropriate operational oversight in the Customer Service Manager's absence.
Customer Experience & Service Excellence
- Help ensure that every customer interaction reflects the quality, attention to detail and personal service expected from LUCA FALONI.
- Maintain a strong focus on both the quality and efficiency of customer interactions, ensuring customers receive accurate, thoughtful and timely support.
- Support quality assurance across the team, identifying opportunities to strengthen communication, product knowledge, case handling and overall service delivery.
- Ensure procedures provide appropriate structure and consistency while allowing the team to exercise the judgement required to deliver excellent customer service.
- Support the effective handling of complex or sensitive customer cases and escalations, applying sound judgement and ensuring appropriate resolution.
- Help ensure that customer issues are addressed comprehensively, with a focus on resolving root causes rather than repeatedly addressing the same problems.
Procedures, Standards & Continuous Improvement
- Support the Customer Service Manager in maintaining and implementing clear procedures, protocols, service standards and operating guidelines.
- Ensure agreed processes and ways of working are consistently adopted across the Customer Service team.
- Identify operational inefficiencies, recurring customer issues and gaps in existing processes, and proactively propose practical solutions.
- Support the implementation of new tools, processes and initiatives designed to improve service quality, team efficiency and the customer experience.
- Monitor recurring themes within customer contacts and help translate these into meaningful operational improvements.
- Maintain accurate Customer Service documentation and ensure the team has access to current and reliable information.
Performance & Quality
- Support the Customer Service Manager in monitoring service levels, productivity, quality and other relevant Customer Service KPIs.
- Help maintain visibility over workloads, response times, outstanding cases and service performance.
- Support quality reviews and provide constructive guidance to team members where improvements are required.
- Contribute to regular Customer Care reporting and analysis, helping identify trends, risks and opportunities.
- Support the Customer Care Manager in maintaining appropriate standards of accountability, consistency and performance across the team.
Cross-Functional Coordination
- Work closely with Retail, E-commerce, Logistics, Operations, Finance and other relevant functions to ensure customer matters are resolved efficiently.
- Coordinate cases requiring input or action from other departments, maintaining ownership and ensuring appropriate follow-through.
- Help ensure that Customer Care has the information required to communicate accurately and confidently with customers.
- Identify recurring cross-functional issues affecting the customer experience and support the implementation of more effective long-term solutions.
We are looking for someone with solid experience within E-commerce or Customer Service and previous responsibility for managing, supervising or coordinating a Customer Service team.
The successful candidate will understand both sides of an excellent Customer Care operation: how to deliver exceptional service personally and how to create the structure, standards and team discipline required to deliver it consistently at scale
Experience & Background
You will bring:
- Demonstrable experience managing, supervising or coordinating a Customer Service or Customer Care team.
- Solid experience within a structured Customer Care, Customer Service or Contact Centre environment, ideally within retail, e-commerce, premium consumer goods, hospitality or luxury.
- Experience taking responsibility for team organisation, workload allocation, service levels and day-to-day performance.
- Experience coaching, supporting and developing Customer Service team members.
- Practical experience working with Customer Care procedures, protocols, service standards and escalation processes.
- Experience handling complex and sensitive customer cases and making sound decisions regarding appropriate resolutions.
- Experience working with Customer Service platforms, ticketing systems and CRM tools and an understanding of how these support an effective Customer Care operation.
- Experience working with Customer Service KPIs and operational reporting, including areas such as response times, resolution, productivity and quality.
- Experience working cross-functionally to resolve customer and operational issues.
- A track record of identifying recurring problems and contributing to process and service improvements, rather than simply managing individual cases.
Experience within premium or luxury retail or e-commerce would be particularly valuable.
You will be:
- Customer obsessed — with a genuine understanding of what exceptional service looks and feels like.
- An experienced people coordinator — comfortable providing direction, support and constructive feedback to a Customer Service team.
- Operationally minded — understanding that outstanding service requires strong processes, clear responsibilities and disciplined execution behind the scenes.
- Highly organised — able to balance team priorities, customer requirements, escalations and operational responsibilities.
- Calm and solution-oriented — able to make sound decisions when dealing with complex or sensitive situations.
- Proactive — identifying emerging issues, operational gaps and opportunities before they negatively affect the customer experience.
- Rigorous on follow-through — ensuring customer matters and operational actions are properly resolved rather than simply passed on.
- An excellent communicator — with strong written and verbal communication and the ability to adapt appropriately to different customers and situations.
- Analytical and detail-oriented — able to identify patterns and use operational information to improve performance.
- Collaborative — able to work effectively across Customer Service and the wider business while maintaining clear ownership and accountability.
- Hands-on — willing and able to support the team directly when required while maintaining oversight of the wider operation.
What Success Looks Like
Success in this role means that the Customer Service operation is structured, efficient, consistent and relentlessly focused on the quality of the customer experience.
The team understands what is expected, has the processes and support required to perform effectively, and consistently delivers service to the standards expected from LUCA FALONI.
Customer issues are handled with care, judgement, ownership and efficiency. C
Ultimately, success means creating the conditions for our Customer Service team to perform at its best — and ensuring that every interaction with LUCA FALONI strengthens the customer's experience of the brand.
What We Offer
- Clear opportunities for career progression within a growing international business.
- Exposure to international campaigns, launches, store openings, leadership initiatives and strategic business projects.
- Hybrid working arrangement with Fridays working from home.
- A two-week per year Work From Anywhere allowance.
- Progressive paid time off.
- A generous employee discount across the LUCA FALONI collection.
- Team lunches and company events.
- A collaborative and entrepreneurial working environment where ideas and initiative are valued.
- The opportunity to make a visible and lasting impact on our people, customer experience and continued international growth.
We are an equal opportunities employer and are committed to creating an inclusive workplace where everyone is treated fairly and with respect.
If you require any reasonable adjustments or accommodations during the recruitment process, please let us know in confidence.
We recruit directly and do not accept unsolicited CVs or services from recruitment agencies.
Due to the high volume of applications, only candidates selected for interview will be contacted. We thank all applicants for their interest in joining LUCA FALONI.
