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Customer Experience Coordinator
About Us
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
The InLife Coordinator at Splend is a face-to-face position that plays a crucial role in maintaining and enhancing customer relationships post-sale. This position is responsible for ensuring that all day-to-day hub operations related to customer management run smoothly.
As the primary point of contact for customers after they have been onboarded, you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer inquiries. Your goal is to solve problems efficiently while aligning solutions with business objectives, ensuring a seamless and exceptional customer experience across all touchpoints.
What you'll be doing
- Handle daily customer issues including accident damage, warranty claims, and terminations with professionalism and empathy through face-to-face interactions and handling customer walk-ins.
- Manage emotionally charged discussions around billing, repairs, and contract breaches calmly and clearly.
- Conducted vehicle damage inspections and accurately documented findings.
- Identify and resolve issues early to prevent escalations and contract terminations.
- Explain next steps, responsibilities, and costs fairly and consistently to customers.
- Manage the customer lifecycle post-onboarding through to contract end, ensuring timely follow-up.
- Record all interactions and updates precisely in CRM and vehicle systems including Zoho, Microsoft Excel, and Microsoft Outlook to maintain accurate customer records and manage daily tasks.
- Work closely with fleet and sales teams to coordinate vehicle inspections, repairs, and service issues.
- Organise and manage customer walk-ins and appointments, providing calm, solution-focused support.
- Perform all related admin tasks to maintain smooth account management and policy compliance.
- Ensure customer adherence to contracts and company policies with a balance of firmness and empathy.
- Processed insurance policies and ensured compliance with company procedures.
- Coordinated and executed booking processes, ensuring appointments were scheduled accurately and efficiently.
- Work a Tuesday to Saturday schedule, demonstrating flexibility and reliability to meet business and customer needs.
What you'll bring to Splend
- Ability to multitask and thrive in a fast-paced retail environment.
- Excellent problem-solving abilities with a customer-focused approach to resolving issues.
- Proven track record in a customer service role, with a focus on delivering high quality customer experience.
- Strong organisational and communication skills, capable of managing customer expectations and coordinating effectively with other teams.
- Ability to handle stressful situations with professionalism, empathy and a calm demeanor.
- Full UK license required. You'll be based at our Cricklewood Hub and work weekends as per the roster.
Benefits & Support
\uD83D\uDCB0 Bonus scheme: Opportunity to earn based on your performance
\uD83C\uDFD6️ Annual leave: 25 days + bank holidays
\uD83C\uDF82 Day off for your Birthday!
\uD83D\uDE98 Salary packaging with 15% employer contributions for Electric Vehicles
\uD83D\uDCD6 Dedicated Learning & Development platform
❤️\uD83E\uDE79 Private Health Insurance and Monthly Wellness Allowance
\uD83D\uDCAD Employee Assistance Program
Our Process
Intro with our Talent team to understand your background, aspirations, and answer your questions.
Interview with the hiring manager to discuss your experience and how it aligns with this role.
Where it applies, we’ll ask you to complete a practical case study.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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