Customer Service Team Lead, Splend
£40-50k
+ Equity and Annual Performance Bonus
5+ days a week in office (Monument)
Car supplier & support for on-demand drivers
Job no longer available
Car supplier & support for on-demand drivers
101-200 employees
Job no longer available
£40-50k
+ Equity and Annual Performance Bonus
5+ days a week in office (Monument)
101-200 employees
Company mission
To fundamentally change the way people own and operate a vehicle
Role
Who you are
- 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
- 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 the job involves
- 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
- 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
Salary benchmarks
Our take
Splend was launched with the intention of letting anyone generate an income by driving for Uber, even if they don't own a car. They now own thousands of vehicles across the world, which they rent to people so they can drive for ride-sharing companies.
Splend piggy-backed off the growth of ride-sharing companies, mainly Uber, which enabled it to attract significant investment. Even though the ride-sharing market is starting to wane in popularity, the industry is stilll filled with well-backed companies, and Splend has ridden this wave to becoming a self-sustaining company.
Splend has now moved on to explore other gig economy opportunities like food and parcel delivery, as well as shifting focus to electric and hybrid cars to support the green transition. Recently, it received a grant from the Clean Energy Financing Corporation (CEFC) that will be used to double the number of EVs in its fleet.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2023
$14.1m
GRANT
Apr 2022
$105.5m
LATE VC
Total funding: $129.8m
Company benefits
- Private health insurance
- Performance-based bonuses
- 25 days annual leave (excl. bank holidays)
- An extra day off to celebrate your birthday
- Opportunity to participate in the employee share program
- Employee Assistance Program
- Health and Wellbeing allowance
Company HQ
Sydney, NSW
Leadership
Chris King
(CEO)Serial founder, who founded Smellgood.com.au, Ignition Music, and Ignition Hire.
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