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Customer Care Executive
3 weeks ago
Customer Care Executive 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 Customer Care Executive to join our Credit Control team. Our Consumer function combines our digital leasing brand, Zen Auto, with our growing White Label solution offering support to our partners to leverage their own brand to provide vehicle leasing options to their customers. Our commitment to delivering outstanding customer experiences with empathy, care and expertise, means that we empower our teams to go above and beyond, ensuring positive outcomes for over 50,000+ customers. Our teams work together to make a real difference, whether that's resolving complaints, supporting vulnerable customers or improving customer experience, they 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. Your Role & Impact As a member of our Credit Control team, you will be integral in identifying, recording, and responding to customers in or approaching arrears on their vehicle lease agreements. Your role will involve engaging with customers to understand their circumstances and offering appropriate support options. To be successful in the role, you will be passionate about delivering great customer outcomes, someone who handles customer interactions with empathy and professionalism, with in-depth knowledge of FCA regulatory requirements. Key Responsibilities : Providing customer support via phone and email; responding to queries and delivering excellent customer service within the appropriate SLAs. Contacting customers and collecting payments from customers regarding outstanding processing fees, rentals, initial payments, early termination fees and any end of lease fees. Identifying / working with vulnerable customers to support them through their difficulty in respectful, thoughtful and professional manner. Discussing forbearance / payment plan options for customers experiencing financial difficulty. Working with customers to assess affordability of forbearance solutions through a formal assessment of customer income and expenses. Reviewing and challenging customers income and expenditure to create solutions tailored to their needs and ensuring the best outcome is delivered for their individual situation. Referring customers to appropriate consumer credit counselling agencies when further support is required. Working with customers on the early termination of their contracts where appropriate – whilst ensuring customers are not left in a vulnerable position due to the return of their vehicle. Working with partner organisations where a repossession or recovery of vehicle is required. Working closely with the Finance Support and Sales Ledger Teams to ensure customer account balances are up to date and reporting correctly. What you'll bring Ideally, you will have proven experience in arrears management or collections, whether in a customer service or debt charity environment In-depth knowledge of FCA regulatory requirements. Outstanding customer service and communication skills. Strong personal empathy, able to listen to customers and ask probing questions to understand their individual circumstances and need. Calm and resilient when dealing with the potentially challenging customer conversations. Problem solving mindset, committed to finding a solution and comfortable dealing with ambiguity, challenges, and issues. Organised, consistent and able to prioritise and manage your time. WhyChoose Zenith? 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 What's In It for You? Salary from £25,892 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. #J-18808-Ljbffr
