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Splend

Posted 12 days ago

Open

Senior Customer Experience Coordinator

LondonOn-siteFull-time

AI Summary

The Senior Customer Experience Coordinator supports Splend's existing customers throughout their vehicle subscription, handling accidents, warranty claims, breakdowns and contract terminations to resolve issues early and retain customer trust.

About this role

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 thrive in a fast-paced, collaborative environment, working across teams to keep customers and vehicles moving.

  • You’re looking to grow and make an impact, with opportunities to mentor others, shape the InLife function and progress into leadership.

About the role

The Senior Customer Experience Coordinator is the face of Splend for our existing customers throughout the lifetime of their subscription, and is a key member of the most senior member of Splend's UK InLife team.
Based in our Cricklewood hub, the role supports drivers through the harder parts of their journey - including accidents, warranty issues, breakdowns and contract terminations - with the goal of resolving issues early and retaining the customer’s trust. Success in this role directly drives retention, customer satisfaction, and operational efficiency across the UK fleet.

What you'll be doing

  • 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 Splend's specialist for accident vehicles; confirm non-fault status following an accident and introduce customers to 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.

    • What you'll bring to Splend

    • 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

    • Skills

    Accident ManagementBillingContract AdministrationCRMCustomer RetentionFleetioUK Driving LicenceVehicle InspectionsWarranty ClaimsZohoZoom

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