About Us
At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.
But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the Role
Our Customer Service Team Lead is an exciting new role in our London operation, pivotal in managing and elevating our customer service experience at Splend as we continue to grow.
This is a central role based in Splend’s Monument office and is perfect for someone who loves to roll up their sleeves and dive into the action. If you thrive in a fast-paced environment, enjoy solving problems on the front lines, and aren't afraid to get involved in day-to-day operations, this role is tailor-made for you
What you’ll do:
- Audit the function, building on our standards, procedures, and best practices so we can continue to provide exceptional customer service.
- Lead an existing team or Customer Service experts, and identify, hire, and onboard new customer service experts into your team
- Provide thorough training to ensure your team understand the company's values, products, and customer service standards.
- Implement strategies for addressing and resolving customer complaints quickly and effectively whilst training the team to handle conflicts with empathy and professionalism
- Monitor and evaluate the effectiveness of all communication channels. Implement improvements and updates as needed to ensure customers receive timely, accurate, and helpful responses.
- Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and other relevant metrics. Generate regular reports to assess the team's performance and identify areas for improvement
What You’ll Bring:
- Demonstrated success in a customer service leadership position, ideally with at least three years of experience managing a call centre-based customer service environment
- A natural talent for handling difficult customer interactions. This includes staying calm under pressure, actively listening to customer concerns, and responding with solutions that address their needs while maintaining the company's standards.
- A deep dedication to providing exceptional customer service and maintaining high operational standards.
- Superior ability to communicate clearly, concisely, and effectively both in writing and verbally
- Demonstrated expertise in leading and developing a team, including setting performance goals, providing constructive feedback, and conducting performance evaluations
- Proficiency in analysing data and using insights to inform strategic decisions and drive service improvements.
- Hold a solution-driven mindset focuses on resolving problems in a way that benefits both the customer and the company, fostering a positive customer experience and enhancing overall service quality.
What’s in it for you:
- Equity Package: Share financially in the company's success
- Performance based bonus and commission plans
- Flexible leave options, providing more time for rest & recovery
- Health and Wellbeing benefits
- Employee Assisted Program
- Dedicated Learning & Development Platform
Splend is a dynamic growth company driven a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.
At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.
When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.
