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About the Role

Lutron is seeking self-driven and team-oriented individuals for its Customer Service Team in London, UK. As a Customer Service Leader, you will guide, support, and develop a high-performing team, ensuring exceptional customer experiences. Your role involves driving operational excellence, meeting service metrics, resolving escalations, and fostering a culture of accountability and continuous improvement. You will collaborate with various departments to meet customer needs and uphold Lutron's values.

Responsibilities

Lead day-to-day Customer Service team activities to achieve 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.
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 improvement opportunities and implement corrective actions.
Drive process improvement initiatives to 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 as a role model for Lutron's values and culture.
Contribute to departmental and organizational projects supporting business growth and operational excellence.
Develop future talent through ongoing coaching, mentoring, and succession planning.

Requirements

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.

Skills

Customer Service
Team Leadership
Performance Management
Coaching
Mentoring
Training
Problem-Solving
Communication
Organization
Process Improvement
CRM Platforms
Microsoft Office

Location

London, UK

Work Type

In-office

Experience Level

Team Lead
Management

Education Level

Bachelor's degree preferred

Benefits

Competitive compensation
Benefits
Options for continued growth and education

About the Company

Lutron Electronics is the worldwide leader in innovative lighting control and shading solutions, known for unsurpassed quality, a broad range of technologies, and a strong commitment to customer service.
The company invests in developing new technologies and services, expanding technical capabilities and global presence, and retaining top talent.
Lutron offers a dynamic, people-centric, technology-driven organization.

Equal Opportunity

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.