Customer Service Coordinator

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 cl…