At a Glance
- Tasks: Lead a team to enhance customer experience and drive operational excellence.
- Company: Join Splend, a forward-thinking company focused on customer success.
- Benefits: Performance-based bonuses and flexible leave for work-life balance.
- Other info: Dynamic role with opportunities for growth and innovation.
- Why this job: Shape the future of customer service and make a real impact.
- Qualifications: Experience in leading customer service teams and strong problem-solving skills.
The predicted salary is between 40000 - 50000 £ per year.
As InLife Manager at Splend, you’ll be the strategic and operational leader of the customer experience post-sale at our Cricklewood hub. You’ll lead and develop a team of InLife Coordinators, own the end-to-end post-sale customer journey, and drive continuous improvement in how the hub runs. It’s a role for someone with a customer-first mindset, strong leadership instincts, and a genuine interest in how operations and customer experience fit together. Your focus is on creating a best-in-class ownership experience that drives retention, loyalty and scalable customer success.
Key Responsibilities
- Lead, coach and develop a team of InLife Coordinators, setting objectives, running 1:1s, and building a culture of accountability and growth.
- Own the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, enquiries, returns and exchanges.
- Act as the voice of the customer within the business, spotting pain points and shaping fixes.
- Oversee day-to-day hub operations including fleet readiness, scheduling and service coordination.
- Plan and manage team resources and workflows, resolving escalations and minimising service disruption.
- Collaborate cross-functionally with Sales, Product Experts and Fleet on customer needs and operational issues.
- Drive process improvements including identifying opportunities for innovation and automation.
- Monitor key performance metrics (NPS, retention, resolution times) and report on trends to inform strategy.
What you'll bring
- Proven experience leading operational or customer service teams in retail, automotive, or subscription-based environments.
- Strong track record in people management including coaching, performance management and team development.
- Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.
- Excellent problem-solving and decision-making skills whilst under pressure.
- Strong commercial awareness and understanding how operations support business growth and retention.
What we offer
- Performance based bonus
- Flexible leave options, providing more time for rest
Customer Service Manager employer: Splend
At Splend, we pride ourselves on being an exceptional employer, particularly for the role of InLife Manager at our Cricklewood hub. Our vibrant work culture fosters collaboration and innovation, empowering you to lead a dedicated team while driving customer success. With performance-based bonuses and flexible leave options, we prioritise your well-being and professional growth, making Splend a rewarding place to build your career.
