Senior Customer Experience Coordinator
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Job Summary
You love solving problems and helping customers taking ownership of issues and finding fair effective solutions.
You thrive in a fast-paced collaborative environment working across teams to keep customers and vehicles moving.
Youre looking to grow and make an impact with opportunities to mentor others shape the InLife function and progress into leadership.
- Handle day-to-day customer issues including accident damage warranty claims breakdowns and contract terminations. Resolve issues early to prevent escalations explain next steps responsibilities and costs fairly and balance empathy with process rigour.
- Act as Splends specialist for accident vehicles; confirm non-fault status following an accident and introduce customersto appropriate replacement vehicle in exchange for the damaged one; ensure a smooth well-communicated experience for the customer throughout the process.
- Manage customer conversations around billing repairs and contract breaches calmly and clearly. Communicate consistently with customers from diverse backgrounds.
- Work closely with other departments to coordinate vehicle inspections repairs and service issues. Ensure smooth handovers and timely follow-up across functions.
- Record all customer interactions and updates accurately in CRM (Zoho) and vehicle systems. Maintain account hygiene ensure customers adhere to contracts and company policies and complete admin tasks supporting policy compliance.
- Act as the key point of escalation for complex or sensitive InLife cases; support and mentor other members of the InLife team sharing knowledge and modelling best practice; contribute to the ongoing development of the InLife function ahead of potential progression into a formal leadership role.
- Ability to work weekends if required.
Full UK Driving Licence
Proven experience in a customer-facing role involving complex or emotionally challenging conversations
Strong communicator able to explain policies processes and costs clearly to a diverse customer base
Comfortable using CRM systems (preferred but not essential Zoho/Fleetio/Zoom)
Highly organised process-driven and accurate with admin and documentation
Available to work weekends as per rota
Experience mentoring or informally supporting colleagues with the ambition and capability to grow into a leadership role within the InLife function
Experience in automotive mobility rideshare or vehicle subscription industries
- Experience working in a high-growth scale-up environment
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
Intro with our Talentteamtounderstandyour backgroundaspirationsand answer your questions.
Interview with the hiring manager to discuss your experience and how it aligns with this role.
Where it applies well ask you to complete a practical case study.
Final interview to discussSplendslong-term vision and to check any remaining questions.
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.
Required Experience:
Senior IC
About Company
Change the way you own your rideshare vehicle for good with Splend. All-Inclusive vehicle packages for your Uber journey, in one easy weekly payment.
