Customer Experience Coordinator

Job description

### 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. ***We're building a talent pool for this role ahead of anticipated growth. If you're the right fit we'll be in touch as soon as the position is confirmed - we don't want to miss great people because of timing.*** ### 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. - Conducted vehicle damage inspections and accurately documented 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.