Location: Kensington, London

Working arrangement: 80% office / 20% remote (WFH on Fridays)

At Luca Faloni, we create timeless menswear crafted with Italian excellence. As we continue to grow, we’re looking for a Customer Service Representative to join our team and help us deliver the exceptional client experience we’re known for.

About the role

As a Customer Service Representative, you will be the voice of Luca Faloni, supporting our global customers with professionalism, warmth, and efficiency. You will handle enquiries across email, live chat, and phone, ensuring every client interaction reflects our commitment to high-quality service.

What you will do

• Provide timely and accurate responses to customer enquiries
• Process orders, returns, and exchanges
• Investigate and resolve delivery or product-related issues
• Maintain strong product knowledge to assist clients effectively
• Collaborate with store teams, logistics, and HQ departments
• Identify opportunities to improve the customer experience

What we are looking for

• Previous experience in customer service or a client-facing role
• Strong communication skills and excellent written English
• A solutions-focused approach with great attention to detail
• Ability to multitask and stay organised in a fast-paced environment
• A warm, professional, and positive attitude

What we offer

• Competitive salary
• Staff discount on all Luca Faloni products
• Opportunity to grow within a fast-expanding brand
• Supportive, international team environment
• Beautiful products you will be proud to represent
• If you are passionate about delivering outstanding customer experience and want to be part of a growing luxury brand, we’d love to hear from you.

We are an equal opportunities employer. We are committed to equality of opportunity and to following practices which are free from discrimination. Please, inform us confidentially if you may require any special accommodation or clarification concerning our recruitment process.

We deal with recruitment directly so if you are a recruitment agent please do not contact us, we do not require recruitment services and we apply no exception to this rule.

Due to the high volume of applications we receive, we regret that we can only contact candidates who are invited for an interview. If you do not hear from us within two weeks of submitting your application, it means you have not been successful on this occasion. However, we encourage you to stay connected with us and follow our updates for future opportunities. Thank you for your understanding and interest in joining our team!