- 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.
As an InLife Coordinator, you’ll be the friendly face of Splend for our customers after they’ve collected their vehicle.
Based at our Cricklewood hub, you’ll help drivers with everything from vehicle swaps and returns to accident damage, warranty questions and contract queries.
You’ll listen, explain what happens next in plain terms, and work with our fleet and sales teams to get things sorted. Most issues are resolved face-to-face, and you’ll have a supportive team around you.
What you'll be doing
- Welcome customers who walk in or book appointments, and help them with accident damage, warranty claims, breakdowns and contract queries, with empathy and professionalism
- Handle sensitive conversations about billing, repairs and contract breaches calmly and clearly, and explain next steps, responsibilities and costs fairly and consistently
- Carry out vehicle damage inspections and document your findings accurately
- Spot issues early and resolve them before they escalate or lead to a contract ending
- Look after each customer from onboarding through to the end of their contract, with timely follow-up
- Record every interaction accurately in our CRM and vehicle systems (Zoho, Excel and Outlook), and complete the admin that keeps accounts and policies in order
- Work closely with our fleet and sales teams to coordinate inspections, repairs and servicing
- Process insurance policies and manage bookings, making sure customers follow their contracts and company policies, with a balance of firmness and empathy
What you'll bring to Splend
- Experience in a customer service role, with a focus on delivering a great customer experience
- Strong communication and organisation skills, and confidence managing customer expectations
- A calm, professional and empathetic approach when things get stressful
- Enjoyment of variety and keeping on top of several things at once
- A full UK driving licence
- Availability to work Monday - Friday (Weekday Hours 8:30am - 5:30pm) & Saturday rotation scheme (9am - 4:30pm - 4 weeks on 4 weeks off)
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
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.
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.
Skills Required
- Full UK driving licence
- Proven track record in a customer service role
- Experience with face-to-face customer interactions and de-escalation of emotionally charged conversations
- Experience using CRM and vehicle systems (Zoho) and Microsoft Excel and Outlook for record-keeping
- Experience conducting and documenting vehicle damage inspections
- Ability to work Tuesday to Saturday, including weekends, based at Cricklewood Hub
- Strong organisational and communication skills, with attention to detail
- Ability to multitask and perform in a fast-paced retail environment
- Experience processing insurance policies and ensuring compliance with company procedures
What We Do
Splend provides eco-friendly and affordable cars to on-demand drivers, so they can focus on earning an income. For over seven years, we’ve been helping drivers earn more, improve their ratings, and enjoy their jobs. How do we do that? By offering an unrivalled level of support for our customers. We’re more than a car supplier. We provide resources and a community for drivers wanting to be their best. From dedicated support to advanced training and rewards, we help our customers take control of their careers with our flexible plans. Splend was founded in Sydney in 2015. As on-demand driving became part of modern society, we expanded to nine cities across Australia, the Americas, and Europe, and grew our global team to over 150 employees. We’ve helped students, retirees, former refugees, and single parents find work they love, which fits their lifestyle. We take pride in everything our members and teams achieved so far, and we’re only just getting started.
