Customer Service Manager

About the role

As the InLife Manager at Splend, you will take charge of the customer experience after the sale from the Cricklewood hub. In this position, you will guide a team of InLife Coordinators, oversee the full post-sale journey, and look for practical ways to improve how the hub operates every day.

This opportunity suits someone who puts customers first, enjoys leading people, and understands how strong operations support a great service experience. Your main goal will be to build an ownership experience that keeps customers loyal, improves retention, and can scale with the business.

Key responsibilities

• Manage, coach, and support a team of InLife Coordinators by setting clear goals, holding regular one-to-ones, and encouraging responsibility and development.
• Take ownership of the complete post-sale customer journey, making sure service remains reliable and consistent across onboarding, questions, returns, and exchanges.
• Represent the customer’s perspective inside the business by identifying friction points and helping turn them into improvements.
• Supervise daily hub activity, including fleet readiness, scheduling, and service coordination.
• Organise team capacity and workflows, handle escalations, and keep disruption to a minimum.
• Work closely with Sales, Product Experts, and Fleet teams to address customer needs and operational challenges.
• Continuously improve processes by spotting opportunities for automation and better ways of working.
• Track core performance measures such as NPS, retention, and resolution times, then share insights that support strategic decisions.

What you'll bring

• Hands-on experience leading customer service or operational teams, ideally in retail, automotive, or subscription-led businesses.
• A solid background in people management, including coaching, performance support, and team development.
• A strong grasp of customer lifecycle operations, preferably in a busy or service-focused environment.
• Good judgment and problem-solving ability when working under pressure.
• Commercial awareness and an understanding of how day-to-day operations contribute to growth and customer retention.

Benefits

• Performance-linked bonus
• Flexible leave arrangements to allow more time for rest and recovery
• Health and wellbeing support
• Employee assistance programme
• Access to a dedicated learning and development platform for career growth
• Health insurance plus a monthly wellness allowance

Additional information

This role is based at the Cricklewood hub in Greater London, England, United Kingdom. It is a full-time, onsite position.