At a Glance
- Tasks: Support customers face-to-face, solving issues and ensuring smooth operations.
- Company: Join Splend, a leader in green mobility and vehicle ownership.
- Benefits: Enjoy bonuses, 25 days annual leave, birthday off, and health perks.
- Other info: Flexible schedule with opportunities for growth and development.
- Why this job: Make a real difference in customer experiences while working in a dynamic environment.
- Qualifications: Customer service experience and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
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’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.
- Conduct vehicle damage inspections and accurately document 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
- Bonus scheme: Opportunity to earn based on your performance
- Annual leave: 25 days + bank holidays
- Day off for your Birthday!
- Salary packaging: with 15% employer contributions for Electric Vehicles
- 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.
- 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.
Customer Experience Coordinator in London employer: Splend
At Splend, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee well-being and growth. Located at our Cricklewood Hub, you will enjoy a supportive environment with benefits such as a bonus scheme, generous annual leave, and a dedicated learning platform to enhance your skills. Join us in our mission to revolutionise vehicle ownership while contributing to a greener future, all within a diverse and inclusive workplace that values every individual.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Coordinator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Splend. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Splend before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Coordinator in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Splend:Your cover letter is your chance to shine! Tell us why you want to work at Splend specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Splend!
How to prepare for a job interview at Splend
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
