Luxury Customer Service Operations Coordinator

Luca Faloni; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid working with WFH Fridays

Work From Anywhere allowance

Employee discount

Progressive paid time off

Career progression

Job summary

LUCA FALONI is seeking an experienced Customer Service Coordinator to support the Customer Service Manager in delivering the highest quality service and operational excellence across the team.

You will coordinate day-to-day operations, guide team workloads, onboard and develop staff, and ensure procedures, workflows and service standards are consistently applied. Collaboration with other functions is essential to resolve issues effectively.

Qualifications

• Experience coordinating a Customer Service team.
• Experience in e-commerce or luxury retail service.
• Strong communication and problem-solving skills.
• Ability to train and onboard staff.

Responsibilities

• 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.

Skills

Customer Service Coordination

People Coordination

Operational discipline

CRM software

Communication skills

Tools

CRM software

Ticketing systems

Job description

LUCA FALONI is seeking an experienced Customer Service Coordinator to support the Customer Service Manager in delivering the highest quality service and operational excellence across the team.

You will coordinate day-to-day operations, guide team workloads, onboard and develop staff, and ensure procedures, workflows and service standards are consistently applied. Collaboration with other functions is essential to resolve issues effectively.