Customer Experience Specialist

Splend; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Health insurance

Wellbeing support

Flexi leave

Sick days

Career growth platform

Wellness allowance

Job summary

Splend is seeking a friendly and proactive InLife Coordinator to greet customers at our Cricklewood hub and assist with vehicle handovers, inspections and contract queries. You’ll resolve issues face-to-face, document interactions, and work with fleet and sales teams to keep things moving smoothly.

You’ll need excellent customer service and clear communication, a calm approach under pressure, a full UK driving licence, and flexibility for Weekday hours plus Saturday rotation.

Qualifications

• Experience in a customer service role with focus on delivering a great customer experience.
• Strong communication and organisation skills with confidence managing customer expectations.
• Calm, professional and empathetic approach under stress.
• Enjoyment of variety and multitasking while staying organised.
• A full UK driving licence.
• Availability to work Monday - Friday (8:30am - 5:30pm) with Saturday rotation (9am - 4:30pm) – 4 weeks on / 4 weeks off.

Responsibilities

• Welcome customers who walk in or book appointments and assist with accident damage, warranty claims, breakdowns and contract queries with empathy and professionalism.
• Explain next steps, responsibilities and costs clearly and consistently in sensitive conversations about billing, repairs and contracts.
• Carry out vehicle damage inspections and document findings accurately.
• Identify issues early and resolve them before escalation or contract ending.
• Provide continuity from onboarding through to contract end with timely follow-up.
• Record every interaction in our CRM and vehicle systems (Zoho, Excel and Outlook) and complete needed admin to keep accounts and policies in order.
• Coordinate inspections, repairs and servicing with fleet and sales teams.
• Process insurance policies and manage bookings, ensuring customers follow contracts and company policies with balance of firmness and empathy.

Skills

Customer service

Communication

Organisational skills

Empathy

Driving licence

Tools

Zoho CRM

Excel

Outlook

Job description

At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.

But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

You’ll be excited to work in this role if...

• You’re able to stay calm when someone else is upset. You don’t take 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:

As an InLife Coordinator, you’ll be the friendly face of Splend for our customers after they’ve collected their vehicle.

Based at our Cricklewood hub, you’ll help drivers with everything from vehicle swaps and returns to accident damage, warranty questions and contract queries.

You’ll listen, explain what happens next in plain terms, and work with our fleet and sales teams to get things sorted. Most issues are resolved face-to-face, and you’ll have a supportive team around you.

Key Responsibilities:

• Welcome customers who walk in or book appointments, and help them with accident damage, warranty claims, breakdowns and contract queries, with empathy and professionalism
• Handle sensitive conversations about billing, repairs and contract breaches calmly and clearly, and explain next steps, responsibilities and costs fairly and consistently
• Carry out vehicle damage inspections and document your findings accurately
• Spot issues early and resolve them before they escalat or lead to a contract ending
• Look after each customer from onboarding through to the end of their contract, with timely follow-up
• Record every interaction accurately in our CRM and vehicle systems (Zoho, Excel and Outlook), and complete the admin that keeps accounts and policies in order
• Work closely with our fleet and sales teams to coordinate inspections, repairs and servicing
• Process insurance policies and manage bookings, making sure customers follow their contracts and company policies, with a balance of firmness and empathy

Key Requirements:

• Experience in a customer service role, with a focus on delivering a great customer experience
• Strong communication and organisation skills, and confidence managing customer expectations
• A calm, professional and empathetic approach when things get stressful
• Enjoyment of variety and keeping on top of several things at once
• A full UK driving licence
• Availability to work Monday - Friday (Weekday Hours 8:30am - 5:30pm) & Saturday rotation scheme (9am - 4:30pm - 4 weeks on 4 weeks off)

What We Offer:

• Performance-Based Bonus with rewards tied to your impact
• 5 additional days of flexi leave to recharge
• 5 fully paid sick days per year
• Wellbeing Support with access to confidential counselling through our EAP
• Access to our dedicated platform to support career growth
• Health insurance and a monthly wellness allowance

Splend is a dynamic growth company driven a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.

At Splend, we value diversity and inclusion and consider it as key to our success. We are 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.

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