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Customer Service Manager
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
- Drive continuous improvement in team and operational performance
This is a role for someone with a customer-first mindset, strong leadership instincts, and a genuine interest in how operations and customer experience work together. Your focus will be on creating a best-in-class ownership experience that delivers retention, loyalty, and scalable customer success.
Key Responsibilities
Team Leadership & Development
- Lead, coach, and develop a team of InLife Coordinators, setting clear objectives and performance goals.
- Conduct 1:1s and foster a culture of accountability and growth.
Customer Journey Ownership
- Own the entire post-sale customer journey, ensuring consistent, high-quality service across:
- Onboarding
- Enquiries
- Returns
- Exchanges
- Act as the voice of the customer within the business, identifying pain points and driving process fixes.
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Operations & Resource Management
- Oversee day-to-day hub operations, including:
- Fleet readiness
- Scheduling
- Service coordination
- Plan and manage team resources and workflows
- Resolve escalations proactively and minimise service disruption.
Cross-Functional Collaboration
- Collaborate with Sales, Product Experts, and Fleet, aligning on customer needs and operational challenges.
- Drive process improvements, including innovation and automation opportunities.
Performance & Analytics
- Monitor key performance metrics:
- NPS (Net Promoter Score)
- Retention rates
- Resolution times
- Report trends to inform strategic decision-making.
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What You’ll Bring
Experience & Leadership
- Proven experience leading operational or customer service teams in:
- Retail
- Automotive
- Subscription-based environments
- Strong track record in people management, including:
- Coaching
- Performance management
- Team development
Skills & Mindset
- Deep knowledge of customer lifecycle operations, ideally in high-volume or service-driven settings.
- Exceptional problem-solving and decision-making skills, able to perform under pressure.
- Strong commercial awareness, understanding how operations drive business growth and retention.
What We Offer
- Performance-based bonus
- Flexible leave options prioritising rest and recovery
- Health and wellbeing benefits
- Employee Assisted Program
- Dedicated Learning & Development Platform to support career growth
- Health insurance + monthly wellness allowance
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