Splend
Customer Service Manager
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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, and drive continuous improvement in how the hub runs.
It’s a role for someone with a customer-first mindset, strong leadership instincts, and a genuine interest in how operations and customer experience fit together. Your focus is on creating a best-in-class ownership experience that drives retention, loyalty and scalable customer success.
Key Responsibilities
- Lead, coach and develop a team of InLife Coordinators, setting objectives, running 1:1s, and building a culture of accountability and growth.
- Own the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, enquiries, returns, and exchanges.
- Act as the voice of the customer within the business, spotting pain points and shaping fixes.
- Oversee day-to-day hub operations, including fleet readiness, scheduling, and service coordination.
- Plan and manage team resources and workflows, resolving escalations and minimising service disruption.
- Collaborate cross-functionally with Sales, Product Experts, and Fleet on customer needs and operational issues.
- Drive process improvements, including identifying opportunities for innovation and automation.
- Monitor key performance metrics (NPS, retention, and resolution times) and report on trends to inform strategy.
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What You’ll Bring
- Proven experience leading operational or customer service teams in retail, automotive, or subscription-based environments.
- Strong track record in people management, including coaching, performance management, and team development.
- Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.
- Excellent problem-solving and decision-making skills whilst under pressure.
- Strong commercial awareness and understanding of how operations support business growth and retention.
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What We Offer
- Performance-based bonus
- Flexible leave options, providing more time for rest & recovery
- Health and Wellbeing benefits
- Employee Assisted Program
- Dedicated Learning & Development Platform to support career growth
- Health insurance and a monthly wellness allowance
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