Senior Customer Experience Coordinator

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 love solving problems and helping customers, taking ownership of issues and finding fair, effective solutions.
• You thrive in a fast-paced, collaborative environment, working across teams to keep customers and vehicles moving.
• You’re looking to grow and make an impact, with opportunities to mentor others, shape the InLife function and progress into leadership.

About The Role The Senior Customer Experience Coordinator is the face of Splend for our existing customers throughout the lifetime of their subscription, and is a key member of the most senior member of Splend's UK InLife team.

Based in our Cricklewood hub, the role supports drivers through the harder parts of their journey - including accidents, warranty issues, breakdowns and contract terminations - with the goal of resolving issues early and retaining the customer’s trust. Success in this role directly drives retention, customer satisfaction, and operational efficiency across the UK fleet.

What You'll Be Doing

• Handle day-to-day customer issues including accident damage, warranty claims, breakdowns and contract terminations. Resolve issues early to prevent escalations, explain next steps, responsibilities and costs fairly, and balance empathy with process rigour.
• Act as Splend's specialist for accident vehicles; confirm non-fault status following an accident and introduce customers to appropriate replacement vehicle in exchange for the damaged one; ensure a smooth, well-communicated experience for the customer throughout the process.
• Manage customer conversations around billing, repairs and contract breaches calmly and clearly. Communicate consistently with customers from diverse backgrounds.
• Work closely with other departments to coordinate vehicle inspections, repairs and service issues. Ensure smooth handovers and timely follow-up across functions.
• Record all customer interactions and updates accurately in CRM (Zoho) and vehicle systems. Maintain account hygiene, ensure customers adhere to contracts and company policies, and complete admin tasks supporting policy compliance.
• Act as the key point of escalation for complex or sensitive InLife cases; support and mentor other members of the InLife team, sharing knowledge and modelling best practice; contribute to the ongoing development of the InLife function ahead of potential progression into a formal leadership role.
• Ability to work weekends if required.

What You'll Bring To Splend

• Full UK Driving Licence
• Proven experience in a customer-facing role involving complex or emotionally challenging conversations
• Strong communicator able to explain policies, processes and costs clearly to a diverse customer base
• Comfortable using CRM systems (preferred but not essential Zoho/Fleetio/Zoom)
• Highly organised, process-driven, and accurate with admin and documentation
• Available to work weekends as per rota
• Experience mentoring or informally supporting colleagues, with the ambition and capability to grow into a leadership role within the InLife function
• Experience in automotive, mobility, rideshare or vehicle subscription industries
• Experience working in a high-growth scale-up environment

Benefits & Support

💰 Bonus scheme: Opportunity to earn based on your performance

🏖️ Annual leave: 25 days + bank holidays

🎂 Day off for your Birthday!

📖 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.