At a Glance
- Tasks: Lead a team to enhance customer experience and streamline operations post-sale.
- Company: Join Splend, a forward-thinking company focused on customer success.
- Benefits: Enjoy flexible leave, health benefits, and a performance-based bonus.
- Other info: Great opportunities for career growth and personal development.
- Why this job: Make a real impact on customer loyalty and drive innovative improvements.
- Qualifications: Experience in leading customer service teams and strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
About the role
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 & recovery
- Health and Wellbeing benefits
- Employee Assisted Program
- Dedicated Learning & Development Platform to support Career growth
- Health insurance and a monthly wellness allowance
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator (Contract, Temporary) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Splend.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Splend. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Coordinator (Contract, Temporary) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Splend.
How to prepare for a job interview at Splend
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Splend's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Splend offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
