Customer Experience Coordinator

About Us

At Splendwereon a mission to fundamentally change the way people own andoperatea vehicle. With a strategic focus on rideshare we provide our customers with straightforward no-strings-attached access to vehicle ownership. But wearentjust about fast-tracking the transition to green mobility leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

Youllbe excited to work in this role if...

• Youreable tostay calm when someone else is upset. Youdonttake it personally and you like helping work through a problem.
• You take pride in following through on the small details. Logged notes completed follow-ups no loose ends.
• You want a hands-on role where no two days are the same working face-to-face with customers from all walks of life.

About the role

The InLife Coordinator at Splend is a face-to-face position that plays a crucial role in maintaining and enhancing customer relationships post-sale. This position is responsible for ensuring that all day-to-day hub operations related to customer management run smoothly.

As the primary point of contact for customers after they have been onboarded you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer inquiries. Your goal is to solve problems efficiently while aligning solutions with business objectives ensuring a seamless and exceptional customer experience across all touchpoints.

What youll be doing

• Handle daily customer issues including accident damage warranty claims and terminations with professionalism and empathy through face-to-face interactions and handling customer walk-ins.
• Manage emotionally charged discussions around billing repairs and contract breaches calmly and clearly.
• Conducted vehicle damage inspections and accurately documented findings.
• Identify and resolve issues early to prevent escalations and contract terminations.
• Explain next steps responsibilities and costs fairly and consistently to customers.
• Manage the customer lifecycle post-onboarding through to contract end ensuring timely follow-up.
• Record all interactions and updates precisely in CRM and vehicle systems including Zoho Microsoft Excel and Microsoft Outlook to maintain accurate customer records and manage daily tasks.
• Work closely with fleet and sales teams to coordinate vehicle inspections repairs and service issues.
• Organise and manage customer walk-ins and appointments providing calm solution-focused support.
• Perform all related admin tasks to maintain smooth account management and policy compliance.
• Ensure customer adherence to contracts and company policies with a balance of firmness and empathy.
• Processed insurance policies and ensured compliance with company procedures.
• Coordinated and executed booking processes ensuring appointments were scheduled accurately and efficiently.
• Work a Tuesday to Saturday schedule demonstrating flexibility and reliability to meet business and customer needs.

What youll bring to Splend

• Ability to multitask and thrive in a fast-paced retail environment.
• Excellent problem-solving abilities with a customer-focused approach to resolving issues.
• Proven track record in a customer service role with a focus on delivering high quality customer experience.
• Strong organisational and communication skills capable of managing customer expectations and coordinating effectively with other teams.
• Ability to handle stressful situations with professionalism empathy and a calm demeanor.
• Full UK license required. Youll be based at our Cricklewood Hub and work weekends as per the roster.

Benefits & Support

Bonus scheme: Opportunity to earn based on your performance

Annual leave:25 days bank holidays

Day off for your Birthday!

Dedicated Learning & Development platform

Private Health Insurance and Monthly Wellness Allowance

Employee Assistance Program

Our Process

1. Intro with our Talentteamtounderstandyour backgroundaspirationsand answer your questions.

2. Interview with the hiring manager to discuss your experience and how it aligns with this role.

3. Where it applies well ask you to complete a practical case study.

4. Final interview to discussSplendslong-term vision and to check any remaining questions.

Diversity & Inclusion

At Splend we value diversity and inclusion and consider it key to our success. Were dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race gender age sexual orientation religion and ability seeking diverse perspectives to drive us forward.

If this role sounds like you but youre not quite sure if you meet every requirement apply anyway. Were interested in the whole person - your attitude your potential and what youd bring to the team - not just a checklist of credentials. Wed rather hear from you than have you talk yourself out of it.

When you apply let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1