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, 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, resolution times) and report on trends to inform strategy.

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 how operations support business growth and retention.

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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