Customer Service Leader

Lutron Electronics Co., Inc; Greater London; On-site; GBP 34,000 - 52,000; Full time

Job summary

Lutron Electronics Co., Inc is seeking a Customer Service Coordinator in our London office. You will lead and develop a high-performing Customer Service team to deliver exceptional customer experiences, coordinating with Sales, Supply Chain, and Technical Support to meet service metrics.

Responsibilities include coaching, handling escalations, and driving continuous improvement across the team while embodying Lutron's values and commitment to excellence.

Qualifications

• Bachelor's degree preferred.
• Experience in a customer-facing role.
• Previous experience leading, mentoring, or coordinating a team preferred.
• Fluent in English and Spanish. (French optional)
• Strong communication, problem-solving, and organizational skills.
• Proficiency with customer service systems, CRM platforms, and Microsoft Office applications.

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

Customer service

Team leadership

Mentoring

Bilingual English/Spanish

Communication

Organizational skills

Cross-functional collaboration

Problem solving

Education

Bachelor's degree

Tools

CRM platforms

MS Office

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 aCustomer 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.

Equal Opportunity Statement

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