Job Description

At Zenith, we've been leading the transition to sustainable vehicle solutions for over 30 years. As the UK's largest independent vehicle solutions provider, we're proud of our people, our award-winning service and our bold ambitions to make mobility smarter, greener, and better for everyone, and we're now looking for a Complaints Executive to join our team.



The Consumer function brings together our industry-leading digital leasing brand 'Zen Auto' with our growing White Label solution offering innovative support to our partners to leverage their own brand to provide PCH and BCH vehicle leasing options to their consumer, SME and corporate customers.



At the heart of our Consumer Customer Services function is a commitment to delivering outstanding customer experiences with empathy, care and expertise. We empower our teams to go above and beyond, ensuring positive outcomes for over

50,000+ customers

.



This function includes

Customer Service, Credit Control & Complaints -

working together to make a real difference. Every week, the function:


Handle

2,700 customer calls

with professionalism and a customer-first mindset Support

400 customers in financial difficulty

with tailored payment plans Resolve

40 complaints,

identifying key trends to enhance the customer journey

Our teams work collaboratively to consistently achieve high standards of customer care, measured against the FCA framework. But we don't stop there. Our internal SLA's are set to ensure we strive to be best in industry, driving high levels of customer satisfaction and employee engagement.



If you're passionate about customer service, thrive in a fast-paced environment, and want to be part of a team that truly cares and wants to make makes a difference for our customers-

this is the place for you!

What you'll be doing

Our complaints team investigate when somethings gone wrong, that can't be remedied at first point of contact. The team handle complaints and analyse trends to understand and get to the root cause of complaints to drive improvements across the business

Responsibilities

Working through customer complaints, efficiently managing a caseload meeting expected timescales, keeping escalations to a minimum. Manage end -to-end complaint process; initial contact with customers, conducting a complaint investigation and ensuring customers satisfaction by providing a resolution in line with FCA guidance. Manage complex issues using clear written and verbal communication, removing barriers to service, and demonstrating ownership. Ensuring complaints are handled promptly, professionally and in line with both business SLA's and regulatory guidance and timescales. Contributing to team calibration sessions offering opinion and learning best practices. Act as a role model for excellent customer service and Zenith values. Support my colleagues in hitting our team targets to drive efficiencies across complaint handling in the team. Identify trends and root causes of complaints, using the complaints feedback tool to help drive business improvements. Working across multiple systems e.g., Accelerate, Fleet ware. Liaising with all levels of external customers & Internal stakeholders.

What you'll bring

A strong customer service ethic, someone who prides themselves on being easy to dealwithand has the customer at the heart of all they do. Previous Complaints handling experience, ideally in an FCA Regulated environment. Excellent communication skills, able to work effectively on the telephone. Strong attention to detail and highly accurate. Calm and resilient - able to deal with the pressures of high volumes and volatile situations. Authentic and engaging - to create an environment of trust and empathy both in the team and with our customers.

Why Choose Zenith?

At Zenith, we've been transforming fleet mobility for over 35 years. We're proud to be:

Award-winning

- Leasing Company of the Year (Fleet News 2023) Large Business of the Year Award (Yorkshire Post Excellence in Business Awards) and winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards).

Sustainability leaders

- With 41% of our fleet now Battery Electric Vehicles (BEVs), we're driving the transition to net zero as a carbon-neutral organisation. We're also proud issuers of the UK leasing sector's largest-ever green bond.

Committed to Innovation

: With a thriving fleet of 169,910 vehicles and consistent revenue growth, we're at the forefront of industry transformation.

Inclusive Culture:

Powered by six colleague-led diversity groups, we're committed to creating an outstanding employee experience for everyone.

A place to grow:

with clear pathways through our MyGPS personal development framework

Reward

Salary 26,000 & annual bonus 24 days annual leave & 1 day for your birthday, with the option to buy more Private Medical insurance, Life Insurance, Critical Illness Cover, Dental and Health Cash Plans, Funded HRT Treatment, and more. Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans, breakdown cover Development opportunities with access to our MyGPS personal development framework. Perks at Work - save money on everyday essentials with access to a shopping discounts site Onsite GP & Masseuse, Employee Assistance Programme, Pensions advice, Funded HRT Treatment, and Mental Health First Aiders Sports and social clubs, company activities, and team events. Inclusive culture with colleague-led equality networks Free onsite parking and hybrid working options

Sound Like the Right Opportunity for You? Apply Now!

We want to positively encourage differences in Zenith and believe it is critical to our success as a company. Zenith is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.



#zenhigh