Senior Customer Experience Coordinator
About the job
- Experience in a customer-facing role involving complex or emotionally challenging conversations.
- Ability to explain policies, processes, and costs clearly to a wide range of customers.
- Organisation and accuracy with administration and documentation.
- Experience supporting colleagues, or interest in developing into a leadership role.
- A full UK driving licence.
- Availability Monday to Friday, 8:30am to 5:30pm, and for an ad hoc Saturday shift from 9:00am to 4:30pm.
- Handle day-to-day customer issues, including accident damage, warranty claims, breakdowns, and contract terminations; resolve problems early and explain next steps, responsibilities, and costs fairly and clearly.
- Act as the specialist for accident vehicles, confirm non-fault status after an accident, and arrange a replacement vehicle in exchange for the damaged vehicle while keeping the customer informed.
- Handle conversations about billing, repairs, and contract breaches calmly and clearly, communicating with customers from all backgrounds.
- Work with other departments to coordinate vehicle inspections, repairs, and servicing, including smooth handovers and timely follow-up.
- Record customer interactions accurately in the Zoho CRM and vehicle systems, and maintain accounts so customers stay within their contracts and company policies.
- Act as the main escalation point for complex or sensitive InLife cases and support colleagues by sharing knowledge.
- Help develop the InLife function ahead of a possible move into a formal leadership role.
- Experience with a CRM such as Zoho, Fleetio, or Zoom.
- Experience in automotive, mobility, rideshare, or vehicle subscription businesses.
- Experience in a growing scale-up environment.
About the company
Splend provides affordable flexible vehicle rental-and-ownership for professional drivers in the UK. It offers a weekly Flexi Own subscription to rent a car with the option to own later, with weekly payments starting from £199 and a mix of standard and electric, all PCO-approved. Drivers choose a car, pay weekly, and can move toward ownership via the ‘try before you buy’ option to reduce financial risk. Its goal is to give professional drivers an affordable, low-friction way to access reliable vehicles and eventually own them, making it easier to become self-employed or gain fleet independence.
Company Size
201-500
Company Stage
Debt Financing
Total Funding
$548.1M
Headquarters
London, United Kingdom
Founded
2015
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Simplify's Take
What believers are saying
- Uber still lists Splend offers in London on September 29, 2026.
- Splend’s website updated October 2, 2026, showing active product merchandising.
- IFM’s 2024 investment and CEFC funding support fleet expansion and charging infrastructure.
What critics are saying
- Macquarie debt exceeded $500 million by 2024, creating 2027 refinancing pressure.
- Uber controls demand; policy changes instantly slash utilization and weekly subscription revenue.
- Used-EV prices and insurance costs can crush margins during 2026-2027 fleet renewals.
What makes Splend unique
- Splend’s Uber Clean Air Plan integration turns financing into driver acquisition.
- Its Flexi Own bundles insurance, servicing, tyres, and replacement vehicles.
- London fleet is over 95% electric, giving operational EV expertise.
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Benefits
- Performance Bonus
- Unlimited Paid Time Off
- Paid Sick Leave
- Mental Health Support
- Health Insurance