Customer Service Leader

Lutron Europe; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Lutron Electronics in London is seeking a self-driven Customer Service Coordinator to lead and support a high-performing Customer Service team. You will drive operational excellence, resolve escalations, and partner with Sales, Supply Chain, and Technical Support to deliver exceptional experiences for our customers.

Located in our London office, you will coach and mentor staff, monitor service metrics across phone, email, and cases, and foster a culture of accountability and continuous

Qualifications

• Bachelor's degree preferred.
• Experience in a customer-facing customer service or support role.
• Previous experience leading, mentoring, or coordinating a team preferred.
• Fluent in English and Spanish. (French optional)
• Strong communication, problem-solving, and organizational skills.
• Ability to work effectively in a fast-paced, collaborative environment and manage multiple priorities.
• Proficiency with customer service systems, CRM platforms, and Microsoft Office applications.
• Must be located within a commutable distance of the London office and able to support the required in-office schedule.

Responsibilities

• Lead the day-to-day activities of the Customer Service team to ensure achievement of key operational and customer service objectives.
• Monitor and drive team performance against established service metrics, including phone, email, and case management targets.
• Provide coaching, mentoring, training, and performance feedback to support employee development and continuous improvement.
• Manage escalated customer inquiries and complex service issues, ensuring timely and professional resolution.
• Collaborate with Sales, Supply Chain, Technical Support, and other internal stakeholders to resolve customer challenges and improve service delivery.
• Promote a customer-first mindset and ensure consistent delivery of a positive customer experience.
• Analyze performance data and trends to identify opportunities for improvement and implement corrective actions where required.
• Drive process improvement initiatives that enhance efficiency, reduce errors, and improve service quality.
• Support knowledge-sharing activities and the adoption of best practices across the team.
• Demonstrate ownership, accountability, and leadership while acting as a role model for Lutron's values and culture.
• Contribute to departmental and organizational projects that support business growth and operational excellence.
• Develop future talent through ongoing coaching, mentoring, and succession planning activities.

Skills

Team leadership

Bilingual English/Spanish

CRM platforms

Microsoft Office

Communication skills

Problem solving

Organizational skills

Education

Bachelor's degree preferred

Tools

CRM platforms

Office productivity tools

Job description

Overview

Lutron is looking for self-driven and team-oriented individuals to join our Customer Service Team at our London, UK office.

As a Customer Service Coordinator, you will lead, support, and develop a high-performing Customer Service team while ensuring the delivery of an exceptional customer experience. You will be responsible for driving operational excellence, achieving key service metrics, resolving customer escalations, and fostering a culture of accountability, collaboration, and continuous improvement.

Working closely with Sales, Supply Chain, Technical Support, and other cross-functional teams, you will play a critical role in ensuring customer needs are met efficiently and effectively while championing Lutron's values and commitment to excellence

Responsibilities

• Lead the day-to-day activities of the Customer Service team to ensure achievement of key operational and customer service objectives.
• Monitor and drive team performance against established service metrics, including phone, email, and case management targets.
• Provide coaching, mentoring, training, and performance feedback to support employee development and continuous improvement.
• Manage escalated customer inquiries and complex service issues, ensuring timely and professional resolution.
• Collaborate with Sales, Supply Chain, Technical Support, and other internal stakeholders to resolve customer challenges and improve service delivery.
• Promote a customer-first mindset and ensure consistent delivery of a positive customer experience.
• Analyze performance data and trends to identify opportunities for improvement and implement corrective actions where required.
• Drive process improvement initiatives that enhance efficiency, reduce errors, and improve service quality.
• Support knowledge-sharing activities and the adoption of best practices across the team.
• Demonstrate ownership, accountability, and leadership while acting as a role model for Lutron's values and culture.
• Contribute to departmental and organizational projects that support business growth and operational excellence.
• Develop future talent through ongoing coaching, mentoring, and succession planning activities.

Qualifications

• Bachelor's degree preferred.
• Experience in a customer-facing customer service or support role.
• Previous experience leading, mentoring, or coordinating a team preferred.
• Fluent in English and Spanish. (French optional)
• Strong communication, problem-solving, and organizational skills.
• Ability to work effectively in a fast-paced, collaborative environment and manage multiple priorities.
• Proficiency with customer service systems, CRM platforms, and Microsoft Office applications.
• Must be located within a commutable distance of the London office and able to support the required in-office schedule.

Lutron Electronics’ position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent.

Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization.

For more information, view our website at www.lutron.com.

Lutron Electronics is an Equal Opportunity – Aff… We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics.