Customer Service Leader — London Team Coach

Lutron; Greater London; Hybrid; 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

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.