Complaints Executive

Zenith is the UK's leading independent leasing, fleet management and vehicle outsourcing business. An innovative total mobility provider, we offer a unique proposition for car, van and HGV operators in the UK. For over 25 years we've been providing outsourced end-to-end vehicle management solutions for mid to large corporates nationwide & our tailored solutions allow us to provide industry-leading customer service.

We have an opportunity for a customer-focused individual with experience in complaints to join our **Consumer Division** as a **Senior Customer Service Executive**.

**Why Zenith?**

Headquartered in Leeds, our 1,350 employees manage around 170,000 vehicles. Our operations span the breadth of the automotive market with commercial vehicles, corporate fleets and consumer leasing. We pride ourselves on working in an industry-leading business, ensuring that our employee experience is a priority and striving to provide customers with the best of the best. In 2023 we were delighted to be named Leasing Company of the Year (more than 20,000 vehicles) by leading industry publication Fleet News and recently were selected as winners of the Diversity and Inclusion section of the Yorkshire Post Excellence in Business Awards.

**What is the Business impact of the role?**

We pride ourselves on delivering industry leading customer service. In the unfortunate event a customer does have a complaint we want to ensure we have highly-skilled, customer focused team members available to support them. The team also take the time to identify trends 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 are we looking for?**
- A strong customer service ethic, someone who prides themselves on being easy to deal**with**and 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.
- Comfortable using different systems, confident in finding your way around a bespoke system.
- Strong attention to detail and highly accurate.
- Ability to multi-task - Will need to hold telephone conversations, whilst making detailed notes on the system and accessing different data points.
- 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.

**What do we offer?**
- Basic salary £26,000
- Company bonus
- Agile working
- AA Breakdown cover
- Private Medical
- Life Insurance & Critical illness
- 6.25% employer pension contribution
- on-site GP & Masseuse
- Many more

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