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: Enjoy flexible leave, health benefits, and a performance-based bonus.
- Other info: Dynamic role with opportunities for career growth and innovation.
- Why this job: Make a real impact on customer loyalty and team development.
- Qualifications: Experience in leading customer service teams and strong problem-solving skills.
The predicted salary is between 40000 - 50000 £ 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
Customer Service Manager in London employer: Splend
At Splend, we pride ourselves on being an exceptional employer, particularly for the role of InLife Manager at our Cricklewood hub. Our commitment to a customer-first mindset is matched by our dedication to employee growth, offering robust learning and development opportunities alongside flexible leave options and health benefits. Join us to lead a dynamic team in creating a best-in-class customer experience while enjoying a supportive work culture that values innovation and accountability.
