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 opportunity to join our London team. You will play a central part in shaping and elevating the experience our customers have with Splend as we continue to grow. Based at our Aldgate office, this is a hands-on role for someone who genuinely enjoys rolling up their sleeves and diving into the action. If you're energised by a fast-paced environment, love finding solutions, and take pride in being present and involved in the day-to-day, you'll feel right at home here. Responsibilities Review and strengthen our existing customer service processes, building on our standards and best practices to ensure we're consistently delivering an exceptional experience. Lead and inspire an established team of customer service professionals, while also taking the reins on hiring and welcoming new talent into the fold. Create a training environment where your team feels confident, equipped and well-versed in our values, products, and what great customer service looks like at Splend. Champion a culture of empathy and accountability when it comes to handling complaints, putting the right strategies in place to resolve issues quickly and with care. Keep a close eye on how we're communicating with customers across all channels, and make thoughtful improvements to ensure every touchpoint is timely, accurate, and genuinely helpful. Use data to tell the story of your team's performance. Tracking KPIs such as response times, resolution rates, and satisfaction scores, and using those insights to keep raising the bar. What you'll bring Demonstrated success in a customer service leadership position, ideally with at least 3 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. 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 we offer Performance-Based Bonus with rewards tied to your impact 5 additional days of flexi leave to recharge Birthday day off 5 fully paid sick days per year Wellbeing Support with access to confidential counselling through our EAP Access to our dedicated platform to support career growth Health insurance and a monthly wellness allowance Splend is a dynamic growth company with 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.