Senior Customer Experience Coordinator

About Us

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 with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also 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.

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

• You love solving problems and helping customers, taking ownership of issues and finding fair, effective solutions.
• You enjoy working across teams to keep customers and vehicles moving, with plenty of variety day to day.
• You’re looking to grow and make an impact, with opportunities to support colleagues, help shape the InLife function and progress into leadership.

About the role

As a Senior InLife Coordinator, you’ll be the face of Splend for our existing customers throughout their subscription, and a senior member of our UK InLife team. Based at our Cricklewood hub, you’ll support drivers through the harder parts of their journey, including accidents, warranty issues, breakdowns and contract terminations. The aim is to sort problems out early and keep our customers’ trust.

You’ll also be Splend’s specialist for accident vehicles and our replacement vehicle programme, and the person colleagues turn to for complex or sensitive cases. There’s real scope to grow into leading the department as our UK InLife function develops.

What you'll be doing

Handle day-to-day customer issues, including accident damage, warranty claims, breakdowns and contract terminations. Resolve problems early, and explain next steps, responsibilities and costs fairly and clearly.

Act as Splend’s specialist for accident vehicles. Confirm non-fault status after an accident and arrange a replacement vehicle in exchange for the damaged one, keeping the customer well informed throughout.

Handle conversations about billing, repairs and contract breaches calmly and clearly, communicating with customers from all backgrounds.

Work closely with other departments to coordinate vehicle inspections, repairs and servicing, with smooth handovers and timely follow-up.

Record all customer interactions accurately in our CRM (Zoho) and vehicle systems, and keep accounts in good order so customers stay within their contracts and our policies.

Be the main point of escalation for complex or sensitive InLife cases, and support colleagues by sharing what you know.

Help develop the InLife function, ahead of a possible move into a formal leadership role.

What you'll bring to Splend

Experience in a customer-facing role that involved complex or emotionally challenging conversations

Clear communication, with the ability to explain policies, processes and costs to a wide range of customers

Organisation and accuracy with admin and documentation

Experience supporting colleagues, or an interest in developing into a leadership role

A full UK driving licence

Availability for [Monday to Friday, 8:30am to 5:30pm, and adhoc Saturday shift 9:00am - 4:30pm]

Nice to have (not essential)

• Experience with a CRM such as Zoho, Fleetio or Zoom
• Experience in automotive, mobility, rideshare or vehicle subscription businesses
• Experience in a growing scale-up environment

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 Talent team to understand your background, aspirations, and answer your questions. 

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

1. Where it applies, we’ll ask you to complete a practical case study.  

1. Final interview to discuss Splend’s long-term vision and to check any remaining questions. 

Diversity & Inclusion

At Splend, we value diversity and inclusion and consider it key to our success. We’re 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 you're not quite sure if you meet every requirement, apply anyway. We're interested in the whole person - your attitude, your potential, and what you'd bring to the team - not just a checklist of credentials. We'd 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.