Complaints Executive

Zenith Group; Leeds; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus

Job summary

Zenith Group in Leeds is seeking a Complaints Executive to manage a varied caseload within an FCA-regulated environment. You will investigate, resolve and communicate fair outcomes for customers, from bank-style queries to complex process issues, across multiple systems.

You’ll work three days a week in our Leeds Kirkstall Forge office, with a focus on accuracy, clarity and timely responses, while building strong internal and external relationships.

Qualifications

• Experience handling complaints in a regulated FCA environment.
• Strong communication and the ability to tailor your approach.
• Comfortable using multiple systems and learning new tools.
• Ability to multi-task and take accurate notes under time pressure.
• Clear, concise written communication focused on accuracy.
• Well-organised with ability to prioritise changing workloads.
• Calm, resilient handling high-pressure or emotional situations.
• Commitment to delivering fair and positive outcomes for customers.

Responsibilities

• Manage a personal caseload and address complaints within timescales.
• Own end-to-end complaints process from initial contact to final response with FCA alignment.
• Conduct clear investigations and communicate outcomes transparently.
• Use written and verbal communication to support customers and remove obstacles.
• Handle complex or sensitive issues calmly and constructively.
• Document every interaction in the complaint record.
• Identify trends and feed insights to drive improvement.
• Contribute to calibration sessions and share learning.
• Work across multiple systems to gather information and manage cases.
• Build relationships with internal teams and external stakeholders.
• Assist colleagues with queries during busy periods.

Skills

Complaints handling

Regulated environment

Communication skills

Multi-tasking

Written communication

Organised

Resilience

Customer outcomes

Job description

Are you someone who's committed to creating fair, positive customer experiences? Do you enjoy getting to the heart of issues, resolving concerns with clarity, and improving processes so customers benefit? If so, you'll feel right at home at Zenith.

For over 30 years, Zenith has been at the forefront of the transition to sustainable vehicle solutions. As the UK's largest independent vehicle solutions provider, we take pride in our people, our award-winning service, and our mission to make mobility smarter, greener, and accessible to everyone.

Within our Consumer Division, we partner with major automotive brands and financial institutions to deliver clear, consistent and responsible customer experiences. This includes our digital personal contract hire brand, ZenAuto, as well as our expanding White Label B2B2C partnerships. Our Consumer Customer Services team plays a vital role in ensuring fair and transparent interactions within an FCA‑regulated environment - where doing the right thing isn't just a requirement, it's who we are.

We're now looking for Complaints Executives with experience managing complaints in an FCA‑regulated setting. In this role, you'll work across a varied portfolio, ranging from manufacturer queries to regulated process concerns, financial complaints (including personal contract hire calculations and commission disclosures) and operational issues. It's a strong opportunity for anyone coming from a banking environment who wants a broader, more varied landscape of casework. Success here calls for curiosity, clear thinking and the confidence to explain complex regulatory information in a way customers can easily understand.

What you'll be doing

You’ll investigate and resolve customer complaints that need handling beyond first point of contact. You'll work with care, consistency and attention to detail to ensure every customer receives a fair, timely and well‑communicated outcome.

Responsibilities

• Managing a personal caseload, ensuring all complaints are addressed within agreed timescales.
• Taking ownership of the end‑to‑end complaints process; from initial contact to final response, ensuring all actions align with FCA requirements.
• Carrying out clear, well‑structured investigations and communicating outcomes in a transparent and accessible way.
• Using strong written and verbal communication to support customers and remove obstacles to resolution.
• Handling complex or sensitive issues calmly and constructively.
• Accurately documenting every interaction and update in the complaint record.
• Identifying trends and root causes and feeding insights into the business to support continuous improvement.
• Contributing to calibration sessions and sharing learning with colleagues.
• Working across multiple systems to gather information and manage cases.
• Building effective working relationships with internal teams and external stakeholders.
• Supporting colleagues by sharing knowledge and assisting with queries during busy periods.

This is a hybrid role, with team members typically spending three days a week in our Leeds Kirkstall Forge office.

What you'll bring

We're looking for someone who is consistent, thoughtful and confident in handling customer conversations. You will be someone who listens carefully, communicates clearly and approaches each case with professionalism and fairness.

Essential skills and experience:

• Previous complaints handling experience within a regulated environment.
• Strong communication skills and the ability to tailor your approach based on the situation.
• Comfortable navigating multiple systems and learning new tools.
• Ability to multi‑task, take accurate notes and work efficiently under time pressure.
• Clear, concise written communication with a focus on accuracy and transparency.
• Well‑organised, consistent and comfortable prioritising a changing workload.
• Composed and resilient when managing higher‑pressure or emotionally challenging situations.
• A genuine commitment to delivering fair and positive outcomes for customers.

Why Choose Zenith?

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), winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards), and winners of the Wellbeing Award (Fleet News 2025).
• 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 - Integrity, clarity and collaboration sit at the heart of how we work. Our teams champion fair customer outcomes, protect vulnerable customers and maintain the high standards expected by our partners. With six colleague‑led diversity groups, we're continually investing in an environment where everyone can thrive.
• A place to grow - From regular FCA‑related training and tailored workshops to ongoing coaching from our People Leads, we focus on individual learning styles and clear progression routes through our MyGPS development framework.

Reward

• Salary up to £27,000 & annual bonus
• Hybrid working from our Leeds Kirkstall Forge office