Customer Service Leader

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

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