Customer Service Leader

Lutron; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Lutron London is seeking a Customer Service Leader to drive a high-performing team and deliver exceptional customer experiences. You will lead daily operations, coach staff, and resolve escalations while collaborating with Sales, Supply Chain, and Technical Support.

The role requires Bachelor’s degree and fluency in English and Spanish, with the ability to thrive in a fast-paced, multi-functional environment and foster continuous improvement.

Qualifications

• Experience in a customer-facing environment with team leadership.
• Proven coaching and performance development abilities.
• Strong communication and problem-solving skills.
• Fluent in English and Spanish, additional French optional.
• Ability to manage multiple priorities in a fast-paced setting.

Responsibilities

• Lead day-to-day activities of the Customer Service team and hit service metrics.
• Coach, mentor and provide performance feedback to staff.
• Handle escalated inquiries and complex service issues promptly.
• Collaborate with Sales, Supply Chain, Technical Support and other teams.
• Drive process improvements to enhance efficiency and service quality.
• Promote a customer-first culture and accountability.

Skills

Team leadership

Coaching

Client communication

Problem solving

Bilingual English/Spanish

Education

Bachelor's degree

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 Leader, 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 – affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics