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