At a Glance
- Tasks: Enhance customer relationships and manage daily operations with a focus on problem-solving.
- Company: Join Splend, a dynamic company dedicated to exceptional customer service.
- Benefits: Performance-based bonuses and flexible leave options for better work-life balance.
- Other info: Work in a fast-paced environment with opportunities for growth and development.
- Why this job: Be the face of customer support and make a real difference in people's experiences.
- Qualifications: Experience in customer service and strong problem-solving skills required.
The predicted salary is between 25000 - 32000 £ per year.
About the role The In Life 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.
Key Responsibilities 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 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.
What we offer Performance based bonus Flexible leave options, providing more time for rest
Customer Service Coordinator employer: Splend
At Splend, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. As a Customer Service Coordinator at our Cricklewood Hub, you'll enjoy a supportive work culture that prioritises flexibility and performance-based rewards, ensuring you have the resources to thrive in your role. With opportunities for professional development and a focus on delivering outstanding customer experiences, joining our team means becoming part of a dynamic environment where your contributions truly matter.
