splend - Senior Customer Experience Coordinator

• Act as Splend's specialist for accident vehicles; confirm non-fault status following an accident and introduce customers to appropriate replacement vehicle in exchange for the damaged one; ensure a smooth, well-communicated experience for the customer throughout the process. • Manage customer conversations around billing, repairs and contract breaches calmly and clearly. Communicate consistently with customers from diverse backgrounds. • Work closely with other departments to coordinate vehicle inspections, repairs and service issues. Ensure smooth handovers and timely follow-up across functions. • Record all customer interactions and updates accurately in CRM (Zoho) and vehicle systems. Maintain account hygiene, ensure customers adhere to contracts and company policies, and complete admin tasks supporting policy compliance. • Act as the key point of escalation for complex or sensitive InLife cases; support and mentor other members of the InLife team, sharing knowledge and modelling best practice; contribute to the ongoing development of the InLife function ahead of potential progression into a formal leadership role.