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.
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