Location: Kensington, London
Working Arrangement: Hybrid – Fridays working from home
Employment Type: Full-time
About LUCA FALONI
LUCA FALONI is a luxury menswear brand built on timeless style, exceptional craftsmanship and an unwavering commitment to quality. Every garment is crafted using the finest natural materials and produced by some of the world's most renowned artisans.
As we continue our international expansion, we remain focused on delivering an exceptional customer experience across every store, every market and every customer interaction.
We believe exceptional businesses are built by exceptional people. As our global business continues to grow, we are looking for individuals who are passionate about delivering outstanding service and creating meaningful relationships with our customers
The Opportunity
We are looking for a Customer Service Representative who is passionate about delivering exceptional customer experiences and takes pride in providing thoughtful, personalised support at every stage of the customer journey.
Reporting to the Customer Service Manager, you will be the voice of LUCA FALONI, supporting customers across multiple channels including email, live chat, telephone and social media. You will help customers with product enquiries, orders, deliveries, exchanges and after-sales support while ensuring every interaction reflects the premium standards of our brand.
This is a hands-on role requiring excellent communication skills, attention to detail and a genuine desire to solve problems. You will work closely with teams across Logistics, Retail, E-commerce and Merchandising to ensure customer enquiries are resolved efficiently and to the highest standard.
This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment and takes ownership of every customer interaction from initial enquiry through to successful resolution.
Key Responsibilities
Customer Experience
- Deliver an exceptional customer experience across email, live chat, telephone and social media.
- Build trust and long-term relationships by providing personalised, knowledgeable and professional support.
- Respond promptly and accurately to customer enquiries while maintaining the highest service standards.
- Act as a brand ambassador in every customer interaction.
Order & After-Sales Support
- Assist customers with orders, deliveries, exchanges, returns and product enquiries.
- Resolve customer issues efficiently while maintaining a positive customer experience.
- Liaise with Logistics, Warehouse and Retail teams to ensure timely resolution of customer requests.
- Keep customers informed throughout the resolution process.
Product & Brand Knowledge
- Develop an in-depth understanding of LUCA FALONI products, collections, materials and craftsmanship.
- Confidently advise customers on sizing, styling, product care and fit.
- Support seasonal launches by maintaining up-to-date product knowledge.
Continuous Improvement
- Identify recurring customer issues and provide feedback to improve processes and customer experience.
- Contribute ideas that enhance service quality and operational efficiency.
- Support the continuous improvement of customer service processes and knowledge resources.
Team Collaboration
- Work closely with Retail, E-commerce, Logistics and other internal teams to deliver a seamless customer journey.
- Share knowledge and best practices with colleagues.
- Maintain accurate customer records and case documentation using internal systems.
About You
You may currently be working as a Customer Service Representative, Customer Experience Advisor, Client Services Advisor, Customer Care Specialist or in a similar customer-facing role.
You will ideally bring:
- Previous experience in customer service, customer experience or client support.
- Excellent written and verbal communication skills with a professional and empathetic approach.
- A genuine passion for delivering outstanding customer experiences.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Excellent organisational skills and attention to detail.
- The ability to manage multiple enquiries while maintaining a high level of accuracy.
- Confidence using CRM systems and digital communication platforms.
- A collaborative mindset and the ability to work effectively across multiple departments.
- A proactive approach with a strong sense of ownership and accountability.
- Fluency in English; additional languages would be an advantage.
Experience within luxury retail, premium fashion, hospitality or another customer-focused industry would be highly desirable.
What Success Looks Like
- Customers consistently receive an exceptional, personalised service.
- Customer enquiries are resolved accurately, efficiently and professionally.
- High levels of customer satisfaction and positive customer feedback.
- Strong collaboration across departments to deliver a seamless customer journey.
- Excellent product knowledge that enables confident customer advice.
- Continuous improvement of customer service processes and overall customer experience.
What We Offer
- Clear opportunities for career progression within a growing international business.
- Exposure to international campaigns, product launches and strategic customer experience initiatives.
- Hybrid working arrangement with Fridays working from home.
- A two-week per year Work From Anywhere allowance.
- Flexible working hours option available.
- 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 develop your career within a premium luxury brand with an expanding international presence.
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.