Luxury Customer Service Operations Lead

Luca Faloni Ltd; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working (Fridays from home)

Work From Anywhere allowance

Progressive paid time off

Employee discount across LUCA FALONI

Team lunches and company events

Job summary

LUCA FALONI is seeking an experienced Customer Service Coordinator to support the Customer Service Manager in delivering exceptional service and operational excellence for a luxury brand.

You will coordinate day-to-day ops, oversee workloads, onboarding, training, and ensure procedures, service standards, and KPIs are followed. This hybrid role involves cross‑functional collaboration with Retail, E‑commerce, Logistics and Finance to resolve customer matters efficiently.

Qualifications

• Demonstrated experience coordinating or managing a Customer Service team.
• Experience within e-commerce or luxury retail is advantageous.
• Ability to implement procedures and service standards across a team.
• Proven track record for handling escalations and complex cases.

Responsibilities

• Support the Customer Service Manager in day-to-day coordination of the team.
• Organise team priorities, workloads and service levels across channels.
• Provide hands-on guidance to team members and ensure adherence to standards.
• Assist onboarding, training and continuous development of the team.
• Coordinate with other departments to resolve customer matters efficiently and effectively.

Skills

Team coordination

Customer service

Cross-functional collaboration

E-commerce experience

CRM tools

Tools

CRM tools

Ticketing systems

Job description

LUCA FALONI is seeking an experienced Customer Service Coordinator to support the Customer Service Manager in delivering exceptional service and operational excellence for a luxury brand.

You will coordinate day-to-day ops, oversee workloads, onboarding, training, and ensure procedures, service standards, and KPIs are followed. This hybrid role involves cross‑functional collaboration with Retail, E‑commerce, Logistics and Finance to resolve customer matters efficiently.